📍 North Hollywood, LA | 💼 Reports to CS Director | 💰 Up to $24/hr + Uncapped Bonus
The voice of a $1B+ brand. Where great support is built and rewarded
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The Opportunity:
You'll own customer relationships for Puffy—a $1B+ DTC brand known for award-winning support. Reporting to the CS Director, you'll handle complex issues, protect the brand, and turn frustrated customers into loyal ones. Strong base pay, uncapped bonus, clear path to grow.
What You'll Own:
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.
What You Bring:
1-2+ years of proven customer support expertise: Demonstrated history of being a go-to customer support expert in a fast-paced, high-stakes environment.
Master of professional communication: Ability to command a high volume of inquiries with confidence.
Fast and accurate typist: 50+ WPM typing required.
Proficient in modern support systems: Experience with tools like Zendesk, Gorgias, or Freshdesk across an e-commerce platform like Shopify.
Excited by technology: Sees AI as a partner that enhances skills, not as something to be feared.
We are looking for individuals who
Are Owners: Take autonomy, make decisions, and are accountable for results beyond their defined role.
Execute with Urgency: Thrive in a high-stakes, dynamic environment with speed, precision, and a constant sense of purpose.
Demand Excellence: Push boundaries, solve hard problems, and insist on the highest standards to deliver impactful results.
Go All-In: Rally as one team to meet critical project demands and achieve significant wins.
Who You'll Work With
You'll be part of the Customer Support team, collaborating daily with:
CS Director — Your direct manager, regular 1:1s
Support Team — Peers handling volume together, sharing playbooks
Our team includes alumni from Apple, Deutsche Bank, Deloitte to name a few.
Your Trajectory Here
This isn't a dead-end role. Support team members at Puffy grow into:
Senior Support Associate — Handle escalations, mentor new hires
Team Lead — Own a support pod, drive metrics
What takes 4-5 years elsewhere happens in 1-2 here.
Next Steps:
Click "Apply" to start your application today!
Puffy knows that happy, healthy employees do good work. Here’s a list of full benefits in addition to the highlights mentioned above:
Learning and development support (we pay for courses you need to upskill).
Career progression opportunities -
you grow as we grow.
Monthly 10% performance bonus.
Annual salary review every January.
Quarterly feedback.
Commitment to diversity and inclusion.
Unbiased hiring and achievement
recognition.
State-of-the-art tech and tools.
Premium health insurance.
Team life insurance coverage.
Annual flight home (Dubai roles).
Generous annual leave entitlement (annual, sick leave, parental, maternity, study leave), in addition to public holidays.
Kitchen restocked daily with healthy
snacks, fresh fruits, and beverages.
Regular social activities and events.
Monthly Puffy Leader awards to
recognize achievement.
Leaders’ Club membership opportunity
for all employees grants access to
premium, high-end hotels and wellness
clubs (Dubai roles).
Puffy product discount of up to 50%
for employees and eligibility for a
free Puffy mattress after 1 year of service.
After a successful application review, we invite selected candidates to our online skills test. It's the most fair and objective way for you to demonstrate your skills, free from unconscious bias. It’s also a great way for you to see if our work is the right fit for your ambition. Success on the test guarantees you move to Phase 2.
The invitation link for the online test only expires once the position is filled. However, our hiring process moves quickly, so we highly recommend you complete it as soon as you can.
Please note these important details:
Session Time: Once started, the test has a 4-hour inactivity timer before it automatically submits.
Returning Candidates: If you have applied for this same role within the last 6 months, our system may use your previous assessment score. In this case, you may be taken directly to a confirmation page.
Top tip: The invitation email may go to your spam or junk folder, so please check there if you haven't received it.
If you still encounter any issues, please reach out to us at careers@puffy.com.
Our goal is to create the optimal environment for you to do your best work. Our approach is tailored to the focus of each role:
Dubai Hub (On-site): Our Dubai office is our hub for deep, in-person collaboration. All roles here are on-site to help our teams move fast and innovate together.
USA Team (Primarily In-Office): Most of our US roles are based in our Los Angeles hub. For a select few strategic positions, we offer remote work to attract the world's best expert for the job.
You will always find the location clearly stated in the job title. If a role is open to remote work across the US, it will be labeled "Remote".