The Opportunity:

You'll own and optimize the customer support technology stack for a $1B+ e-commerce brand. Your mandate: build a scalable, AI-powered support infrastructure that automates Tier-1 inquiries, increases containment rates, and enables seamless AI-to-human handoffs. You'll also lead and develop a team of support agents.

What You'll Own:

AI & Systems Architecture

• Own and manage the entire Customer Service tech stack (Zendesk, Alhena AI, etc.), ensuring maximum uptime, efficiency, and ROI.

• Continuously research, pilot, and integrate new AI technologies (including voice, sentiment analysis, and predictive support tools) to keep Puffy at the forefront of the luxury e-commerce experience.

• Design, build, and optimize automated workflows to systematically resolve Tier-1 customer inquiries, with a relentless focus on increasing our AI containment rate.

• Engineer a flawless handoff process between AI and human agents, ensuring escalations are seamless, data-rich, and efficient.

Data-Driven Performance Management & Quality Assurance

• Develop and own the master dashboard for all CS operations, tracking key system metrics (AI response time, ticket volume, queue performance) and team KPIs.

• Establish a data-driven QA framework to monitor the performance of both AI and human interactions, identifying trends and opportunities for systemic improvement.

• Deliver concise, weekly KPI reports to the Director of CS, translating complex operational data into clear business insights and strategic recommendations.

• Manage and resolve all high-level customer escalations, using each case as an opportunity to identify and fix root-cause process or system failures.

Team Leadership & AI Enablement

• Core: Develop and lead a world-class training program focused on making our support agents "AI-first," enabling them to masterfully use new tools and workflows to drive sales and resolve complex issues.

• Non-Core: Manage the day-to-day needs of the support team (8-9 agents), including conducting 1:1s, handling performance management, and overseeing career development in partnership with the Director of CS.

What You Bring:

• 5+ years of experience in a customer support 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.

• Your Toolbox Includes: Expert-level knowledge of Zendesk administration (macros, triggers, workflows), hands-on experience training and tuning a chatbot (like Alhena AI), and proficiency with data visualization tools (e.g., Looker, Tableau).

Who You'll Work With:

You'll sit at the center of support operations, collaborating daily with:

• Director of CS — Direct reporting line, strategic alignment

• CS Team — 8-9 agents you'll train, develop, and enable

• AI Specialist — Partner on tooling, integrations, and automation builds

Our team includes alumni from Apple, Deutsche Bank, Deloitte to name a few.

Your Trajectory Here:

This isn't a static role. Based on your skills and impact, you can grow into:

• Senior CS Manager — Expand scope and own more of the support function

• CS Operations Lead — Drive efficiency and systems thinking across the full team

• CX Insights Lead — Turn customer data into strategic recommendations that shape product and marketing

What takes 4-5 years elsewhere happens in 1-2 here.

Next Steps:

Click "Apply" to start your application today!