Customer Support Representative

Puffy

Los Angeles (CA)

On-site

USD 54,000 - 70,000

Full time

14 days+

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Benefits offered by this job

Comprehensive medical, dental, and vision insurance

Generous Paid Time Off (PTO)

401(k) with Company Match

Free Puffy mattress post 6 months

$1,000 Puffy/Halo Board store credit post 1 year

Job summary

A growing eCommerce brand located in North Hollywood, CA is seeking a Customer Support Representative. This role focuses on delivering exceptional customer experiences by utilizing advanced tools and AI technology. Ideal candidates have 1-2 years of customer support experience and excellent communication skills. Competitive pay and comprehensive benefits are offered, including monthly performance bonuses and a 401(k) plan.

Qualifications

1-2+ years of proven customer support expertise.
Ability to manage high volume inquiries with confidence.
Experience with modern support systems.

Responsibilities

Respond to and own customer issues from first contact to final resolution.
Utilize autonomy and tools to manage customer interactions.
Partner with AI to automate routine inquiries.

Skills

Customer support expertise

Professional communication

Fast typing (50+ WPM)

Proficiency in Zendesk

AI technology enthusiasm

Tools

Zendesk

Gorgias

Freshdesk

Shopify

Job description

Join to apply for the Customer Support Representative role at Puffy

This role offers an attractive pay range and opportunities to use AI to enhance customer experiences.

Base pay range

$22.00/hr - $26.00/hr

Global Talent Acquisition | Skill‑Based Hiring | Recruitment Lifecycle

Position: AI‑First Customer Support Associate (On‑site LA)

Compensation: Up to $26/hour ($54,080/year) + Performance Bonus up to 30%.

Total Annual Package: Up to USD $70,304/year, potentially more + Comprehensive Benefits

Location: North Hollywood, CA

Puffy is looking for an elite Customer Support Associate to join our fast‑growing eCommerce / DTC brand in North Hollywood, LA. This role is for a strategic problem‑solver who is skilled in empathetic communication and handling complex customer issues, ready to use AI as an unfair advantage to deliver legendary customer experiences. This is your chance to be part of an AI‑First customer success team.

Responsibilities

Own the Customer Relationship: Respond to and own customer issues from first contact to final resolution, providing the foundation for Puffy’s award‑winning customer experience.
Become Our On‑Site Brand Champion: Utilize autonomy and advanced tools to manage customer interactions, provide thoughtful solutions, and maintain Puffy's brand reputation.
Engineer a Seamless Customer Experience: Manage the flow of customer feedback, keeping meticulous records and providing key insights to the organization.
Utilize AI Co‑pilot: Partner with our proprietary AI co‑pilot to automate routine inquiries, allowing focus on strategic problem‑solving and creating exceptional customer experiences.
Leverage Modern Support Stack: Architect a modern customer experience using tools like Zendesk, Gorgias, or Freshdesk across an e‑commerce platform like Shopify.
Command High Volume Inquiries: Confidently manage a high volume of customer inquiries.

Ideal Profile

1‑2+ years of proven customer support expertise: Demonstrated history of being a go‑to customer support expert in a fast‑paced, high‑stakes environment.
Master of professional communication: Ability to command a high volume of inquiries with confidence.
Fast and accurate typist: 50+ WPM typing required.
Proficient in modern support systems: Experience with tools like Zendesk, Gorgias, or Freshdesk across an e‑commerce platform like Shopify.
Excited by technology: Sees AI as a partner that enhances skills, not as something to be feared.

The Puffy DNA

Be the Owner: We don't hire employees; we welcome owners. You're accountable for results, not activity.
Execute with Urgency: We thrive in high‑stakes environments by making thoughtful decisions quickly and acting decisively.
Demand Excellence: We solve the hard problems that others can't, pushing the boundaries of our craft.
Go All‑In: When the mission demands it, we rally as one team to cross the finish line.
Unlimited Earning Potential: Monthly performance bonuses that are uncapped commission on every customer conversion. The more you sell, the more you earn.
Comprehensive medical, dental, and vision insurance
Generous Paid Time Off (PTO) + US Public holidays
AI First organization with access to AI‑native tool stack
International team collaboration (14+ nationalities)

Other Benefits