Puffy · 2 days ago
Customer Support Manager, AI-First (Remote)
United States
Full-time
Remote
Mid, Senior Level
$110K/yr - $126K/yr
5+ years expPuffy is a Top 5 US mattress brand with over $1B in sales, seeking a Customer Support Manager to own the customer support tech stack and optimize AI-powered workflows. The role involves leading a team of agents, designing automated systems, and driving adoption through coaching and real-world improvements.
E-CommerceHome Decor
Responsibilities
Own the entire customer support tech stack—designing, launching, and optimizing AI-powered workflows that automate Tier-1 inquiries, maximize containment, and ensure seamless AI-to-human handoffs
Lead and enable a team of agents, driving adoption through coaching and real-world workflow improvements
Build the AI-First Support Playbook
Architect the systems that eliminate support tickets and own the full tech stack (Zendesk, Alhena AI, voice, sentiment analysis)
Design automated workflows and push containment rates higher than industry benchmarks
Build the training playbook that transforms support agents into 'AI-first' operators
Qualification
Required
5+ years of experience in customer support or operations management within a high-performance e-commerce environment, with hands-on ownership of support systems and automations
A deep, systems-thinking mindset; you are obsessed with process mapping, AI workflow optimization, and building scalable, automated solutions
Proven ability to lead and develop teams, including hands-on enablement and change management for new tools, 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, hands-on Zendesk administration experience (you have personally configured automations, routing logic, custom fields, and integrations)
Hands-on experience working with AI/LLMs
Direct experience building, tuning, and troubleshooting chatbot or AI-driven support flows (like Alhena AI)
Proficiency with data visualization tools (e.g., Looker)
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
Company
Puffy
Puffy is a California-based company committed to developing best mattresses & bedroom products to help customers achieve optimal sleep.
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Arthur Andreasyan
CEO & Founder
Recent News
2025-07-08
Business Insider
2025-03-01
2024-05-23
Company data provided by crunchbase