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.
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
Skills
- 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
Benefits
- Comprehensive medical, dental, and vision insurance
- Generous Paid Time Off (PTO) + US Public holidays
- Access to AI-native tool stack
- Learning & development opportunities
- International team collaboration (14+ nationalities)
- 401(k) with Company Match
- Free Puffy mattress after 6 months
- $1,000 Puffy/Halo Board store credit after 1 year
Company Overview
Puffy 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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