Systems & Data Specialist

Puffco; Los Angeles (CA); Hybrid; USD 70,000 - 90,000; Full time

Benefits offered by this job

Competitive pay

401K

Medical/Dental/Vision/Life coverage

Flexible Time-Off

Casual office environment

Snacks and lunches

Job summary

Puffco is seeking a Systems & Data Specialist for its Los Angeles HQ. This hybrid role concentrates on overseeing Zendesk operations, ensuring smooth data flows, and enhancing customer support through automation and AI. The ideal candidate has 2+ years in customer support platform administration and strong documentation skills. Perks include competitive pay, 401K, medical coverage, and a friendly office environment. Those comfortable in fast-paced settings and clear communicators are encouraged to apply.

Qualifications

• 2+ years of hands-on Customer Support platform administration experience.
• Working knowledge of APIs and webhooks.
• Experience with CRM integrations in a support context.
• Strong documentation habits.
• Ability to manage competing priorities in a fast-moving environment.
• Clear communicator for technical concepts.

Responsibilities

• Own the day-to-day health of Zendesk and automate processes.
• Ensure customer support submissions are properly structured.
• Maintain seamless data flow between systems.
• Lead setup and optimization of Zendesk AI agents.
• Monitor integration health and incident response.

Skills

Customer Support platform administration

API and webhook knowledge

CRM integration maintenance

Strong documentation

Independent operation

Clear communication

Tools

Zendesk

Zapier

Workato

Job description

Who Are You:

We are seeking a technically sharp and process-oriented Systems & Data Specialist to own the backbone of how our customer support team operates. This role sits at the intersection of Customer Support operations and technical infrastructure.

You’ll partner closely with the VP of Customer Support and the Director of Data Engineering to deliver high-impact automations and infrastructure and enable high quality customer support data.

What’s The Role About:

Platform Logic

• Own the day-to-day health of Zendesk, including triggers, automations, and complex macros
• Ensure customer support form submissions route into Zendesk as properly structured tickets, with the right fields, tags, and assignee logic applied
• Architect and maintain routing logic, SLA policies, and ticket workflows that keep the support queue operating efficiently
• Audit and continuously improve platform configuration to eliminate friction for agents and customers alike
• Document systems thoroughly so institutional knowledge lives in the organization

System Integrations

• Ensure seamless data flow between Zendesk and our CRM, proactively identifying and resolving sync issues
• Build and maintain webhooks and API-based connections that tie our support stack together
• Partner with the broader tech team to scope and implement integrations as our tooling evolves
• Monitor integration health and own incident response when the pipeline breaks

AI Enablement

• Lead the setup, training, and ongoing optimization of the Zendesk AI agent as the organization's capability matures
• Define intent taxonomy and conversation flows that reflect how our customers actually communicate
• Analyze deflection rates, CSAT, and resolution data to tune AI performance over time

Required Qualifications

• 2+ years of hands‑on Customer Support platform administration, including triggers, automations, views, and macros
• Working knowledge of APIs and webhooks; you've connected systems before and understand how data moves between them
• Experience maintaining or building CRM integrations in a support context
• Strong documentation habits and a systematic approach to troubleshooting
• Comfortable operating independently and managing competing priorities in a fast-moving environment
• Clear communicator who can translate technical concepts for non-technical stakeholders

Nice to Have

• Experience with low‑code automation platforms (Zapier, Workato, or similar)
• Prior exposure to AI agent platforms or chatbot tooling (Zendesk AI, OpenAI, or similar)
• Background in e-commerce, DTC, or consumer product support environments
• Experience working within or alongside an engineering team

This hybrid role is based out of our Los Angeles HQ and requires in-office work 2 days per week.

Perks and Benefits:

• Competitive pay, 401K, Medical/Dental/Vision/Life coverage, Flexible Time‑Off
• Friendly office in LA Center Studios with a fun casual and comfortable work environment
• Snacks, lunches, retreats, and more!

EQUAL EMPLOYMENT OPPORTUNITY

Puffco strongly supports equal employment opportunity for all applicants regardless of race, color, religion, sex, gender identity, pregnancy, national origin, ancestry, citizenship, age, marital status, physical disability, mental disability, medical condition, sexual orientation, genetic information, or any other characteristic protected by state or federal law.

HIRING PRACTICES

The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.

Puffco’s recruitment policies are designed to place the most highly qualified persons available in a timely and efficient manner.