Customer Support Manager, AI-First; Remote

Customer Support Manager, AI-First (Remote)

Join to apply for the Customer Support Manager, AI-First (Remote) role at Puffy
.

$90,000.00/yr - $/yr

USD $110,000 per annum + up to 10% Performance Bonus. Total Annual Package:
Up to USD $125,800.

Remote

Puffy is the Top 5 Mattress Brand in the USA with over $1 Billion in sales. We're seeking an AI First Customer Support Manager to architect a scalable, AI-powered support infrastructure that transforms how luxury e-commerce delivers customer experiences.

You'll own the entire customer support technology stack—optimizing systems, workflows, and data while automating low-value interactions to build a nearly autonomous support system that frees the sales team to drive growth.

• Build the future of AI-powered support: manage helpdesk operations while engineering an autonomous support ecosystem, training chatbots, and designing AI-to-human handoff protocols.

• Partner with executive leadership: work with the CEO and Forbes Council Member to influence strategic decisions.

• Embrace radical flexibility: lead a geographically distributed team and deliver high-impact results.

• 5+ years of experience in customer support or operations management, with a proven track record in high-performance e-commerce.
• A systems‑thinking mindset; obsessed with process mapping, workflow optimization, and scalable automation.
• Leadership experience, training agents on new technologies and processes.
• Highly analytical,spirits data fluently, building dashboards, interpreting complex data sets to drive strategy.
• Expert-level knowledge of Zendesk administration (macros, triggers,qn workflows).
• Hands‑on experience training and tuning a chatbot (e.g., Alhena AI).
• Proficiency with data visualization tools (Looker, Tableau).

• 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.
• Be AI‑First: Daily multi‑turn AI conversations возбуж challenge your assumptions.
• Go All‑In: When the mission demands it, we rally as one team to cross the ప్ల finish line.
• Monthly performance bonuses ( 10%)
• Comprehensive medical, dental, and vision insurance
• Generous Paid Time Off (PTO) + US Public holidays
• AI First organization with access to AI-native tool stack
• Remote First:
  Work from the comfort of your home office
• International team collaboration (14+ nationalities)
• Eligibility for selection to the Leaders Club — an elite recognition program featuring premium wellness memberships, exclusive networking with senior leadership, and annual leadership retreats
• Eligibility for వంటి nomination as 'We Are' Champion of the Month — monthly recognition with gift vouchers and company‑wide celebration for exceptional contributions

• 401(k) with Company Match
• Free Puffy mattress post 6 months completion
• $1,000 Puffy/Halo Board store credit post 1 year completion

Click "Apply" and take the first step.

• Seniority level
  :
  Mid-S_FILENAME Level
• Employment type
  :
  Full-time
• Job function
  :
  Productfeed Customer Service, and Quality Assurance
• Industries
  :
  Retail

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