[Remote] Customer Support Representative (Remote)

Note: The job is a remote job and is open to candidates in USA. Puffy is a fast-growing eCommerce/DTC brand looking for an elite Customer Support Associate. The role involves owning customer relationships, utilizing AI for enhanced support, and managing high volumes of inquiries to deliver exceptional customer experiences.ResponsibilitiesOwn the Customer Relationship: Respond to and own customer issues from first contact to final resolution, providing the foundation for Puffy's award-winning customer experienceBecome Our On-Site Brand Champion: Utilize autonomy and advanced tools to manage customer interactions, provide thoughtful solutions, and maintain Puffy's brand reputationEngineer a Seamless Customer Experience: Manage the flow of customer feedback, keeping meticulous records and providing key insights to the organizationUtilize AI Co-pilot: Partner with our proprietary AI co-pilot to automate routine inquiries, allowing focus on strategic problem-solving and creating exceptional customer experiencesLeverage Modern Support Stack: Architect a modern customer experience using tools like Zendesk, Gorgias, or Freshdesk across an e-commerce platform like ShopifyCommand High Volume Inquiries: Confidently manage a high volume of customer inquiriesSkills1-2+ years of proven customer support expertise in fast-paced, high-stakes environmentsMaster of professional communication with ability to command high volume inquiriesFast and accurate typist: 50+ WPM requiredProficient in modern support systems: Zendesk, Gorgias, or Freshdesk on ShopifyExcited by technology and sees AI as a partner that enhances skillsBenefitsComprehensive medical, dental, and vision insuranceGenerous Paid Time Off (PTO) + US Public holidaysAccess to AI-native tool stackLearning & development opportunitiesInternational team collaboration (14+ nationalities)401(k) with Company MatchFree Puffy mattress after 6 months$1,000 Puffy/Halo Board store credit after 1 yearCompany OverviewPuffy is a California-based company committed to developing best mattresses & bedroom products to help customers achieve optimal sleep. It was founded in 2016, and is headquartered in North Hollywood, California, USA, with a workforce of 201-500 employees. Its website is https://puffy.com.



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