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Puffy · 1 day ago

Customer Success Manager 'AI-Powered' (Remote)

United States

Full-time

Remote

Mid, Senior Level

$110K/yr - $126K/yr

5+ years exp

Puffy is a leading mattress brand in the USA with over $1 Billion in sales, seeking an AI First Customer Success Manager to architect an AI-powered support infrastructure. The role involves optimizing customer support systems and workflows to create an autonomous support ecosystem that enhances customer experiences.

E-CommerceHome Decor

Responsibilities

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

Engineer an autonomous support ecosystem

Train and tune chatbots

Design AI-to-human handoff protocols

Create systems that most CS leaders only read about in case studies

Research, pilot, and integrate cutting-edge technologies

Identify a better solution and deploy it

Qualification

Zendesk administrationAI chatbot trainingData visualization toolsCustomer success experienceWorkflow optimizationAnalytical skillsProcess mappingTeam leadership

Required

5+ years of experience in a customer success or operations management role, with a proven track record in a high-performance e-commerce environment

A deep, systems-thinking mindset; you are obsessed with process mapping, workflow optimization, and building scalable, automated solutions

Demonstrated ability to lead and develop a team, with specific experience in training agents on new technologies and processes

Highly analytical and data-fluent; you are comfortable building dashboards, interpreting complex data sets, and using your findings to drive strategic decisions

Expert-level knowledge of Zendesk administration (macros, triggers, workflows)

Hands-on experience training and tuning a chatbot (like Alhena AI)

Proficiency with data visualization tools (e.g., Looker, Tableau)

Benefits

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

Learning & development opportunities

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 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