Customer Support Representative; Remote

Compensation: Base Pay: $21.00 - $22.50 / hour

Total Compensation: Top performers exceed $31.50/hour + Uncapped bonuses

What this means:
Uncapped earning potential with a proven 40%+ uplift for high performers.

Puffy is looking for an elite Customer Support Associate to join our fast-growing eCommerce/DTC brand. This role is for a strategic problem-solver who is skilled in empathetic communication and handling complex customer issues, ready to use AI as an unfair advantage to deliver legendary customer experiences.

• 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.

• 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

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.
• Base: $21–$22.5/hour + unlimited and uncapped bonus earning potential
• Comprehensive medical, dental, and vision insurance
• Generous Paid Time Off (PTO) + US Public holidays
• Access to AI-native tool stack
• 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