Customer Service Representative; Remote

Customer Service Representative (Remote)

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.

Position: Customer Support Associate

Compensation:

• Base Pay: $21.00 - $22.50 / hour
• Total Compensation:
  Top performers exceed $31.50/hour + Uncapped bonuses
• Benefits include comprehensive medical, dental, and vision insurance; paid time off; 401(k) with company match; access to an AI‑native tool stack; international team collaboration (14+ nationalities); free Puffy mattress after 6 months; $1,000 Puffy/Halo Board store credit after 1 year.

Responsibilities:

• 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.

Ideal Profile:

• 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.

The Puffy DNA:

• 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.

Benefits:

• 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.

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Ready to Shape Your Story?

Click "Apply" and take the first step.

Associate

Full-time

Customer Service

Retail