Job Description

Job Description

Are you the 1 in 189 Customer Support expert who's ready to use AI as your unfair advantage?

You're at the top of your game. You've mastered empathetic communication and tamed complex customer issues. But you're hitting a ceiling! You're tired of working with rigid policies and feeling like your talent is wasted on repetitive, low-level tickets. You know the future of support isn't about being a human filter—it's about being a strategic problem-solver, and you're looking for the tools and the mission to prove it.

Well, here is an invitation to the next chapter in your career.

We believe elite talent deserves a premium commitment. We back our vision with two things you won't find anywhere else: a world-class lifestyle and the modern toolbox required to win.

Your Reward (The Lifestyle): A highly competitive and transparent wage of $18.00 - $24.00/hour + up to 10% monthly performance bonus.

Your Toolbox (The Unfair Advantage): While other companies are patching together legacy CRMs, we give you the keys to our modern, AI-powered support stack and tools like Shopify, Gorgias/Zendesk etc. You will partner with our proprietary AI co-pilot to automate routine inquiries, giving you the time and data to become a true strategist and focus on what truly matters: creating legendary customer experiences.

At Puffy, we're not just offering a job. We're offering you a plan to realize your full potential:

1. Own the Customer Relationship: You won't just respond to inquiries—you will own the customer’s issue from first contact to final resolution. Your expertise will be the foundation of Puffy’s award-winning customer experience.
2. Become Our On-Site Brand Champion: We've eliminated the red tape that suffocates A-Players. You'll have the autonomy and the advanced tools to manage customer interactions, provide thoughtful solutions, and be the trusted expert keeping our brand reputation pristine.
3. Engineer a Seamless Customer Experience: You will see the direct line from your work to our company’s success. You'll own the flow of customer feedback, keeping meticulous records and providing key insights that allow our entire organization to do its best work.

This role is for you if:

1. You have 1-2+ years of a proven history of being the go-to customer support expert in a fast-paced, high-stakes environment.
2. You are a master of professional communication and can command a high volume of inquiries with confidence (50+ WPM typing required) .
3. You don't just use support systems; you architect a modern customer experience using tools like Zendesk, Gorgias, or Freshdesk across an e-commerce platform like Shopify.
4. You are excited by technology and see AI as a partner that enhances your skills, not as something to be feared.

The Puffy DNA:

We’re restless, perpetually hungry, and fast-paced, driven by an unwavering belief that we can outperform any competitor — regardless of their size. Let's understand what success means for you:

1. Be the Owner: We don't hire employees; we welcome owners. You are given the autonomy to make decisions and the expectation to see them through. You proactively identify and solve problems beyond your defined role, because you’re accountable for results - not activity.
2. Execute with Urgency: Our mission demands relentless speed and precision. We thrive in a high-stakes, dynamic environment by making thoughtful decisions quickly, acting decisively and operating with a constant sense of purpose that separates us from the competition.
3. Demand Excellence: We are not here to do what's easy; we are here to solve the hard problems that others can't. You will push the boundaries of your craft and insist on the highest standards to deliver impactful results.
4. Go All-In: When the mission demands it, we rally as one team to cross the finish line. Critical projects require critical commitment, and here, going all-in means you’ll grow faster, achieve more, and be part of wins worth working for.

Here's What Success Looks Like:

In 12-24 months, you will have built a reputation as a world-class, empathetic, and highly efficient customer champion, accelerated your path to a senior support or team lead role, and become an indispensable leader in our LA hub. You will look back at this as the moment your career transformed from being a good support agent to being a true owner of the customer experience.

The alternative is clear: another year in a role where your potential is capped and your best ideas are ignored.

Ready to Shape Your Story?

Click "Apply" and take the first step toward your future with us. Our streamlined 3-phase hiring process is designed for elite talent like you.

Keep an eye on your email—you'll receive the next steps within one business day to start our process.

Job Tags

Similar Jobs