Customer Success Manager, AI-First Jobs

Puffy

Location:
United States, North Hollywood, LA

Category:
IT - Administration

Contract Type:
Not provided

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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Customer Success Manager, AI-First