Puffy is seeking a remote Customer Support Representative to join our high-growth Direct-to-Consumer (DTC) brand. This role is for a strategic problem-solver who has mastered empathetic communication and complex customer issues, ready to leverage AI as an unfair advantage to create legendary customer experiences. This is an opportunity to architect your own earning potential, where your success in creating legendary customer experiences is the primary driver of your compensation.

What You'll Own:

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.

What You Bring:

1-2+ years of proven customer support expertise: Demonstrated history of being a go-to customer support expert in a fast-paced, high-stakes environment.
Master of professional communication: Ability to command a high volume of inquiries with confidence.
Fast and accurate typist: 50+ WPM typing required.
Proficient in modern support systems: Experience with tools like Zendesk, Gorgias, or Freshdesk across an e-commerce platform like Shopify.
Excited by technology: Sees AI as a partner that enhances skills, not as something to be feared.

We are looking for individuals who

Are Owners: Take autonomy, make decisions, and are accountable for results beyond their defined role.
Execute with Urgency: Thrive in a high-stakes, dynamic environment with speed, precision, and a constant sense of purpose.
Demand Excellence: Push boundaries, solve hard problems, and insist on the highest standards to deliver impactful results.
Go All-In: Rally as one team to meet critical project demands and achieve significant wins.

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.

Your Total Compensation & Benefits

Compensation:

Base salary + Excellent bonus earning potential based on sales

Health & Protection:

Comprehensive medical, dental, and vision insurance

Time Off:

Generous Paid Time Off (PTO) + US Public holidays

Work Environment:

Access to AI-native tool stack
Learning & development opportunities
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

Ready to Shape Your Story?

Click "Apply" and take the first step.

Job Type: Full-time

Pay: $22.00 - $26.00 per hour

Benefits:

401(k)
401(k) matching
Dental insurance
Health insurance
Paid time off
Professional development assistance
Referral program
Vision insurance
Work from home

Location:

California (Required)

Work Location: Remote

Puffy

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Remote Customer Service Representative