Collaborate with the top 1% of global talent —How?
Meet GIA, your AI talent partner, who will share how and why this is more than just a job!
Overview:
Puffy is seeking an elite Customer Support Associate to join our high-growth Direct-to-Consumer (DTC) brand in North Hollywood, LA. This role is for a strategic problem-solver who has mastered empathetic communication and complex customer issues, ready to leverage AI as an unfair advantage to create legendary customer experiences. This is an opportunity to architect your own earning potential, where your success in creating legendary customer experiences is the primary driver of your compensation.
Compensation:
A highly competitive and transparent wage of up to $26/hour ($54,080/year) + Performance Bonus up to 30% .
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: 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.
Next Steps:
Click "Apply" to start your application today!
Watch the video below to see our culture in action and hear from our team!
Want to see more? Follow the team's journey on Instagram: @PuffyCareers
While many companies today won’t let you get your foot in the door
if your CV isn’t polished enough, we prefer to see what you can do first.
At Puffy, we support equal opportunities
and an unbiased hiring process so that you:
1. Let your skills do the talking rather than have a job offer hinge entirely on interview performance.
2. Get a feel for the type of work you might be doing.
3. Enjoy a speedy turnaround from application to final offer (as few as 10 days!)
Application Timeline.
3-step process, as quick as 10 working days.
1
Online
assessment.
Upon review of your application, selected candidates will be invited to our Phase-1 skills test.
This online assessment is designed to evaluate talents fairly and objectively.
2
Real work
scenario.
Good news! If you move onto step 2, it means we’ve reviewed your test performance and experience and think you’d be a good fit.
This is where we give you 3 days to tackle a short task in your own time. It’s an opportunity to calmly demonstrate what you can do without interview nerves and pressure.
3
Interview
stage.
Get an offer!
Who we are.
The Brand
In just 7 years, Puffy has gone from a start-up to one of the top 5 mattress brands in the USA. Sold online and in 500+ locations across the United States and Canada, our luxury bedroom essentials are improving sleep health across North America - one award-winning mattress at a time.
The Team
Our team has tripled in size since 2020 to become one of the most innovative e-commerce companies in the industry. We now have over 100 talented individuals from 18+ nationalities, split between two offices: our operations hub in LA and our e-commerce, marketing, and support divisions in Dubai.
The Success
Our vibrant start-up culture encourages innovation, creative problem-solving, and speed. It’s how we earn accolades from Forbes, Good Housekeeping, and People magazine and how we hold our own in a multi-billion dollar industry.
Best Memory
Foam Mattress
This is where it all started. If you’re looking for a career boost in the Golden State, we recruit from within the USA for our flagship location in North Hollywood.
Apply for any of our LA roles and enjoy:
Feeling valued and included in a diverse, equitable,
and inclusive work culture.
Working from active and lively downtown NoHo.
A strategic location with affordable housing
and excellent public transport options.
Great year-round weather
World-class arts, dining, and entertainment.
Renowned natural parks, mountains, and beaches.
Being surrounded by numerous startups
and innovative companies.
A state-of-the-art office with a commitment to health,
nutrition, and wellbeing.
Questions?
We’ve got answers.
Can you tell me more about Puffy’s benefits?
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.
Free catered lunch for the
entire team on Friday.
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.
Why do I have to take an online test if I have the relevant skills and experience?
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.
Is there an expiry for the online test? When do you expect me to complete the online assessment?
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.
Does Puffy offer flexible or remote working arrangements?
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".
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