Customer Support Representative

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

Job summary

A fast-growing eCommerce brand is seeking an elite Customer Support Associate to deliver exceptional customer experiences. In this role, you will manage customer relationships, utilize modern tools like Zendesk, and partner with AI to enhance efficiency. Ideal candidates will have 1-2 years of customer support experience and be skilled communicators. Benefits include competitive pay, uncapped bonuses, comprehensive insurance, and generous paid time off.

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 store credit after 1 year

Qualifications

• 1-2+ years of proven customer support experience in fast-paced environments.
• Ability to handle a high volume of inquiries effectively.
• Proficient typing speed of 50+ WPM.

Responsibilities

• Respond to and resolve customer issues from first contact to resolution.
• Utilize advanced tools for customer interactions and provide solutions.
• Manage customer feedback and maintain accurate records.

Skills

Customer support expertise

Professional communication

Fast and accurate typing

Proficient in Zendesk

Tech-savvy with AI

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