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Customer Success Manager, AI-First

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Puffy

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Location:
United States , North Hollywood, LA

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

110000.00 USD / Year
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Job Description:

As the AI First Customer Success Manager at Puffy, you will architect a scalable, AI-powered support infrastructure. Your primary focus is on optimizing systems, workflows, and data by owning the customer support technology stack and automating low-value interactions. The ultimate goal is to build a nearly autonomous support system, enabling the sales team to focus on driving growth.

Job Responsibility:

  • 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
  • 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
  • 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
  • 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

Requirements:

  • 5+ years of experience in a customer success 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
  • 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)
What we offer:
  • Continuous learning
  • 10% monthly bonus
  • Premium insurance
  • Achievement recognition
  • Free snacks and lunches
  • Generous annual leave
  • AI tools and tech stack
  • 18+ nationalities
  • Social events & activities
  • Learning and development support (we pay for courses you need to upskill)
  • Career progression opportunities
  • 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

Additional Information:

Job Posted:
December 11, 2025

Employment Type:
Fulltime
Work Type:
On-site work
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