Customer Support Representative

Puffy; Remote; USD 60,000 - 80,000; Full time

Job summary

A fast-growing eCommerce brand in Colorado is seeking a Customer Support Associate to enhance their customer experience. The role demands excellent communication skills and experience in customer support with a focus on utilizing AI technology. Candidates should be adept with tools like Zendesk and adapt to high-volume inquiries. The compensation structure offers a competitive base pay and uncapped bonuses, along with comprehensive benefits and a dynamic team environment.

Benefits

Comprehensive medical, dental, and vision insurance

Generous Paid Time Off (PTO)

401(k) with Company Match

Free Puffy mattress after 6 months

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

Access to AI-native tool stack

Qualifications

• 1-2+ years of proven customer support expertise in fast-paced environments.
• Ability to manage high volume inquiries confidently.
• Excitement about using technology and AI to enhance skills.

Responsibilities

• Own customer issues from first contact to resolution.
• Utilize autonomy and advanced tools to manage customer interactions.
• Provide key insights from customer feedback.

Skills

Customer support expertise

Professional communication

Fast typing (50+ WPM)

Proficiency in Zendesk

Proficiency in Gorgias

Proficiency in Freshdesk

Adaptability to AI technology

Tools

Zendesk

Gorgias

Freshdesk

Shopify

Job description

Compensation: Base Pay: $21.00 - $22.50 / hour

Total Compensation: Top performers exceed $31.50/hour + Uncapped bonuses

What this means: Uncapped earning potential with a proven 40%+ uplift for high performers.

Puffy is looking for an elite Customer Support Associate to join our fast-growing eCommerce/DTC brand. 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.

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 in fast-paced, high-stakes environments
• Master of professional communication with ability to command high volume inquiries
• Fast and accurate typist: 50+ WPM required
• Proficient in modern support systems: Zendesk, Gorgias, or Freshdesk on Shopify
• Excited by technology and sees AI as a partner that enhances skills

The Puffy DNA

We're restless, perpetually hungry, and fast-paced, driven by an unwavering belief that we can outperform any competitor — regardless of their size.

• 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.
• Base: $21–$22.5/hour + unlimited and uncapped bonus earning potential
• Comprehensive medical, dental, and vision insurance
• Generous Paid Time Off (PTO) + US Public holidays
• Access to AI-native tool stack
• International team collaboration (14+ nationalities)

Other Benefits

• 401(k) with Company Match
• Free Puffy mattress after 6 months
• $1,000 Puffy/Halo Board store credit after 1 year