Customer Support Representative (Remote) Full Time

Puffy is a rapidly growing eCommerce and direct-to-consumer (DTC) brand dedicated to delivering exceptional sleep solutions through innovative products and outstanding customer service. Known for its commitment to quality and customer satisfaction, Puffy has established itself as a leader in the sleep industry by combining modern technology with a customer-centric approach. The company fosters a dynamic and fast-paced environment where creativity, excellence, and ownership are highly valued. With a diverse team representing over 14 nationalities, Puffy emphasizes collaboration, innovation, and continuous improvement to maintain its competitive edge in the market.

About The Role

We are seeking an elite Customer Support Associate to join our vibrant team. This role is ideal for a strategic problem-solver who excels in empathetic communication and managing complex customer issues. As a key member of our support team, you will leverage advanced AI tools to deliver legendary customer experiences, ensuring every interaction reflects Puffy’s commitment to excellence. The position requires managing high volumes of inquiries, providing thoughtful resolutions, and acting as a brand ambassador. Your ability to adapt quickly, utilize modern support platforms like Zendesk, Gorgias, or Freshdesk on Shopify, and harness AI as an unfair advantage will be crucial to your success. This is an opportunity to be part of a forward-thinking company that values ownership, urgency, and excellence in every customer interaction.

Qualifications

• 1-2+ years of proven customer support experience in fast-paced, high-stakes environments
• Exceptional professional communication skills
• Fast and accurate typing speed of 50+ WPM
• Proficiency with modern support systems such as Zendesk, Gorgias, or Freshdesk on Shopify
• Strong interest in technology and AI, viewing AI as a partner to enhance support capabilities
• Ability to manage a high volume of customer inquiries confidently and efficiently
• Detail-oriented with excellent record-keeping and feedback management skills
• Self-motivated, accountable, and capable of working independently within a team environment

Responsibilities

• Own the Customer Relationship: Respond promptly to customer inquiries, resolve issues from initial contact to final resolution, and uphold Puffy’s award-winning customer service standards.
• Become Our On-Site Brand Champion: Use autonomy and advanced tools to manage customer interactions, provide thoughtful solutions, and maintain the integrity of Puffy’s brand reputation.
• Engineer a Seamless Customer Experience: Manage customer feedback, maintain meticulous records, and provide actionable insights to improve overall service quality.
• Utilize AI Co-pilot: Partner with our proprietary AI support tools to automate routine inquiries, allowing focus on strategic problem-solving and delivering exceptional service.
• Leverage Modern Support Stack: Use platforms such as Zendesk, Gorgias, or Freshdesk integrated with Shopify to architect a modern, efficient customer support experience.
• Handle High Volume Inquiries: Confidently manage and prioritize a large influx of customer questions, ensuring timely and accurate responses.

Benefits

• Base pay ranging from $21.00 to $22.50 per hour, with top performers exceeding $31.50/hour through uncapped bonuses
• Uncapped earning potential with a proven 40%+ uplift for high performers
• Comprehensive medical, dental, and vision insurance coverage
• Generous Paid Time Off (PTO) and US public holidays
• Access to an AI-native support tool stack to enhance your workflow
• International team collaboration with colleagues from over 14 countries
• Additional perks including a free Puffy mattress after 6 months and $1,000 Puffy/Halo Board store credit after 1 year
• 401(k) plan with company matching contributions

Equal Opportunity

Puffy is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate based on race, color, religion, gender, gender identity or expression, sexual orientation, national origin, age, disability, or any other protected status. We encourage applications from all qualified individuals who are passionate about delivering outstanding customer experiences and contributing to our innovative team.