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Customer Support Automation Lead

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Puffy

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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:

Architect the AI-powered customer experience for a $1B+ e-commerce brand. You’ll own and build the customer support tech stack. This is a hands-on role: design, launch, and optimize AI-powered workflows that automate Tier-1 inquiries, maximize containment, and ensure smooth AI-to-human handoffs. You’ll also lead and enable a team of agents, driving adoption through coaching and real-world workflow improvements.

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 customer support or operations management within a high-performance e-commerce environment, with hands-on ownership of support systems and automations
  • A deep, systems-thinking mindset
  • you are obsessed with process mapping, AI workflow optimization, and building scalable, automated solutions
  • Proven ability to lead and develop teams, including hands-on enablement and change management for new tools, 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, hands-on Zendesk administration experience (you have personally configured automations, routing logic, custom fields, and integrations)
  • hands-on experience working with AI/LLMs
  • direct experience building, tuning, and troubleshooting chatbot or AI-driven support flows (like Alhena AI)
  • proficiency with data visualization tools (e.g., Looker)
What we offer:
  • 10% bonus
  • Learning Budget up to $5000 annual budget for courses and certifications
  • Top-tier medical insurance
  • Leaders Club membership granting access to UAE’s 150+best resorts, wellness clubs, gyms, and beach facilities
  • Annual salary review every January
  • Quarterly feedback
  • Team life insurance coverage
  • Generous annual leave entitlement
  • 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
  • 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:
January 31, 2026

Employment Type:
Fulltime
Work Type:
Remote work
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