Customer Support Manager, AI-First Job at Puffy

Customer Success Manager, AI-First

As the AI First Customer Success Manager at Puffy, you will architect a scalable...

Location

United States , North Hollywood, LA

Salary:

110000.00 USD / Year

Puffy

Expiration Date

Until further notice

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)

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

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)

Fulltime

Senior Engineering Manager - Support Platform

Join Intercom as a Senior Engineering Manager and lead teams at the heart of our...

Location

United Kingdom , London

Salary:

Not provided

Intercom

Expiration Date

Until further notice

Requirements

Minimum 5+ years of experience leading engineering teams building and delivering customer-facing software products
Proven ability to lead multiple teams or broad product areas, aligning work across complex domains
A hands-on leader who brings clarity, context, and energy — ready to roll up your sleeves, dive deep, and stay close to the work and your teams, not just manage from a distance
Thrives in ambiguous, fast-paced environments, providing stability, structure, and momentum
Strong product mindset and customer obsession — you think in terms of customer problems, measurable outcomes, and business impact
Comfortable being the sole directly responsible individual (DRI) for your area, taking full ownership of outcomes and stepping confidently into product-thinking shoes when needed
Outcome-driven and an unblocker by nature — you take ownership of problems, remove barriers proactively, and relentlessly drive your teams toward success. You’re energized by achieving results and seeing impact
Eager to directly work with customers, and skilled at turning customer feedback and data into actionable insights and impactful product decisions
Passionate about building high-autonomy, high-accountability teams that consistently deliver exceptional customer outcomes
This is an AI-first role with a high bar for excellence. We expect you to be fluent in using AI tools to solve problems, accelerate output, and inspire others to do the same — helping shape a culture that embraces AI as a core advantage

Job Responsibility

Own one of Intercom’s largest and most complex product areas end-to-end — setting vision, priorities, and measurable outcomes
Work directly with customers and internal functions (including Sales, GTM, and Customer Support) to deeply understand their needs and translate insights into impactful product solutions
Act as the single accountable owner for your product area — comfortable being directly responsible for roadmap, execution, and results, and not shy about stepping into product-thinking shoes when needed
Drive clarity and alignment across teams, balancing near-term delivery with long-term product strategy
Continuously raise the bar for quality, reliability, and customer experience within your teams and beyond
Partner closely with Staff and Principal Engineers to shape direction, architecture, and execution
Coach and grow engineers and emerging leaders, supporting their development and helping them deliver exceptional outcomes
Foster a culture of ownership, accountability, and autonomy, enabling your teams to move fast and deliver meaningful results
Contribute to Intercom’s engineering culture, helping evolve how we build customer-driven software across the organization

What we offer

Competitive salary and equity in a fast-growing start-up
We serve lunch every weekday, plus a variety of snack foods and a fully stocked kitchen
Regular compensation reviews - we reward great work!
Pension scheme & match up to 4%
Peace of mind with life assurance, as well as comprehensive health and dental insurance for you and your dependents
Flexible paid time off policy
Paid maternity leave, as well as 6 weeks paternity leave for fathers, to let you spend valuable time with your loved ones
If you’re cycling, we’ve got you covered on the Cycle-to-Work Scheme. With secure bike storage too
MacBooks are our standard, but we also offer Windows for certain roles when needed

Fulltime

Senior Engineering Manager - Support Platform

Join Intercom as a Senior Engineering Manager and lead teams at the heart of our...

Location

Ireland , Dublin

Salary:

Not provided

Intercom

Expiration Date

Until further notice

Requirements

Minimum 5+ years of experience leading engineering teams building and delivering customer-facing software products
Proven ability to lead multiple teams or broad product areas, aligning work across complex domains
A hands-on leader who brings clarity, context, and energy — ready to roll up your sleeves, dive deep, and stay close to the work and your teams, not just manage from a distance
Thrives in ambiguous, fast-paced environments, providing stability, structure, and momentum
Strong product mindset and customer obsession — you think in terms of customer problems, measurable outcomes, and business impact
Comfortable being the sole directly responsible individual (DRI) for your area, taking full ownership of outcomes and stepping confidently into product-thinking shoes when needed
Outcome-driven and an unblocker by nature — you take ownership of problems, remove barriers proactively, and relentlessly drive your teams toward success. You’re energized by achieving results and seeing impact
Eager to directly work with customers, and skilled at turning customer feedback and data into actionable insights and impactful product decisions
Passionate about building high-autonomy, high-accountability teams that consistently deliver exceptional customer outcomes
This is an AI-first role with a high bar for excellence. We expect you to be fluent in using AI tools to solve problems, accelerate output, and inspire others to do the same — helping shape a culture that embraces AI as a core advantage

Job Responsibility

Own one of Intercom’s largest and most complex product areas end-to-end — setting vision, priorities, and measurable outcomes
Work directly with customers and internal functions (including Sales, GTM, and Customer Support) to deeply understand their needs and translate insights into impactful product solutions
Act as the single accountable owner for your product area — comfortable being directly responsible for roadmap, execution, and results, and not shy about stepping into product-thinking shoes when needed
Drive clarity and alignment across teams, balancing near-term delivery with long-term product strategy
Continuously raise the bar for quality, reliability, and customer experience within your teams and beyond
Partner closely with Staff and Principal Engineers to shape direction, architecture, and execution
Coach and grow engineers and emerging leaders, supporting their development and helping them deliver exceptional outcomes
Foster a culture of ownership, accountability, and autonomy, enabling your teams to move fast and deliver meaningful results
Contribute to Intercom’s engineering culture, helping evolve how we build customer-driven software across the organization

What we offer

Competitive salary and equity in a fast-growing start-up
We serve lunch every weekday, plus a variety of snack foods and a fully stocked kitchen
Regular compensation reviews - we reward great work!
Pension scheme & match up to 4%
Peace of mind with life assurance, as well as comprehensive health and dental insurance for you and your dependents
Flexible paid time off policy
Paid maternity leave, as well as 6 weeks paternity leave for fathers, to let you spend valuable time with your loved ones
If you’re cycling, we’ve got you covered on the Cycle-to-Work Scheme. With secure bike storage too
MacBooks are our standard, but we also offer Windows for certain roles when needed

Fulltime

Engineering Manager - Support Platform

Join Intercom as an Engineering Manager and lead a team at the heart of our Supp...

Location

United Kingdom , London

Salary:

Not provided

Intercom

Expiration Date

Until further notice

Requirements

3+ years of experience managing software engineering teams that build and ship customer-facing products
A hands-on, technically strong manager with a player-coach leadership style — you’re not afraid to code, debug, or dive deep into system design when needed
Proven ability to lead a full-stack, customer-facing, cross-functional team through planning, delivery, and continuous improvement, assuming full ownership of outcomes and results
Strong product mindset and customer empathy — you care deeply about solving real customer problems and delivering measurable impact
Skilled at turning feedback and data into actionable insights that guide your team’s decisions
Experience working and collaborating with internal functions such as Sales, Customer Support, and Marketing to align on customer needs and influence product direction
Thrives in collaborative, fast-moving environments, helping your team stay focused and productive
Relentless about outcomes — you own challenges, remove roadblocks, and empower your team to deliver success without excuses
This is an AI-first role with a high bar for excellence. We expect you to be fluent in using AI tools to solve problems, accelerate output, and inspire others to do the same — helping shape a culture that embraces AI as a core advantage

Job Responsibility

Lead a team of talented engineers building and enhancing core features within Intercom’s Support Platform
Directly engage with customers — build strong partnerships, learn from their experiences, and use those insights to shape our product strategy and direction
Work closely with internal functions such as Sales, Customer Support, and Marketing to align on customer needs and opportunities
Partner with Senior and Staff Engineers to shape and execute on the technical strategy for your area
Help your team deeply understand customer needs, translating them into thoughtful technical and product decisions
Bring clarity and alignment to priorities, balancing near-term goals with long-term improvements
Support engineers in their growth and development, helping them achieve their career goals and deliver exceptional work
Promote a culture of ownership, accountability, and high standards, enabling your team to move quickly and deliver meaningful results
Contribute to Intercom’s engineering culture, helping shape how we build great software and work together effectively

What we offer

Competitive salary and equity in a fast-growing start-up
We serve lunch every weekday, plus a variety of snack foods and a fully stocked kitchen
Regular compensation reviews - we reward great work!
Pension scheme & match up to 4%
Peace of mind with life assurance, as well as comprehensive health and dental insurance for you and your dependents
Flexible paid time off policy
Paid maternity leave, as well as 6 weeks paternity leave for fathers, to let you spend valuable time with your loved ones
If you’re cycling, we’ve got you covered on the Cycle-to-Work Scheme. With secure bike storage too
MacBooks are our standard, but we also offer Windows for certain roles when needed

Fulltime

Senior Customer Experience Architect

We are seeking an experienced Customer Support Leader to join our Professional S...

Location

United Kingdom , London

Salary:

Not provided

Intercom

Expiration Date

Until further notice

Requirements

Bachelor's degree in a relevant field or equivalent practical experience
Experience as a Customer Support Leader (Manager, Director or above) with extensive knowledge of the challenges facing Customer Support departments today
Deep understanding of customer support processes and workflows, including ticketing systems, knowledge bases, and customer communication channels
Proven experience in customer support system implementation
experience with Intercom, Zendesk, FreshDesk or similar customer support platforms is highly desirable
Excellent problem-solving skills, with the ability to analyze complex requirements and propose effective solutions
Excellent communication and presentation skills, with the ability to build relationships with customers and internal stakeholders
Ability to handle multiple client projects simultaneously and prioritize tasks effectively
Passion for delivering exceptional customer service and driving customer success

Job Responsibility

Develop an In-depth Understanding of Customer Needs: Immerse yourself in our customers’ unique service strategies and challenges to identify AI-first opportunities that transform their support operations
Lead Strategic Insight and Alignment Sessions: Facilitate workshops with customer stakeholders to align on goals, explore AI-driven solutions, and drive key decisions that impact customer experience and operational efficiency
Drive AI-First Adoption and Success: Guide customers in adopting and fully integrating our AI-driven Customer Service product, Fin, to enhance customer experiences, streamline workflows, and maximize retention
Design Customized Support Models: Work with customers to develop tailored, AI-driven service models and strategic roadmaps that optimize their workflows and elevate support outcomes
Provide Data-Driven Recommendations: Offer prioritized, actionable insights and continuous optimization strategies backed by data analysis, supporting measurable improvements in customer service
Promote Continuous Improvement and Best Practices: Develop and share best practices and insights that support impactful implementations, enhancing customer experience across our Professional Services team
Collaborate Cross-functionally for Customer Success: Serve as a strategic connector between Customer Success, Product, and Sales, providing insights to enhance both customer outcomes and product innovation
Build a Knowledge Repository: Capture learnings from client engagements to create a scalable knowledge base, supporting consistency and high-quality results across future projects

What we offer

Competitive salary and equity in a fast-growing start-up
We serve lunch every weekday, plus a variety of snack foods and a fully stocked kitchen
Regular compensation reviews - we reward great work!
Pension scheme & match up to 4%
Peace of mind with life assurance, as well as comprehensive health and dental insurance for you and your dependents
Flexible paid time off policy
Paid maternity leave, as well as 6 weeks paternity leave for fathers, to let you spend valuable time with your loved ones
If you’re cycling, we’ve got you covered on the Cycle-to-Work Scheme. With secure bike storage too
MacBooks are our standard, but we’re happy to get you whatever equipment helps you get your job done

Fulltime

AI Deployment Specialist

As an AI Deployment Specialist at Intercom, you’ll share ownership of our Custom...

Location

United States , San Francisco

Salary:

120000.00 - 143298.00 USD / Year

Intercom

Expiration Date

Until further notice

Requirements

4+ years of work experience
2+ years in a customer-facing role
Positivity: A genuine interest in the work you do and a positive attitude
Curiosity: a passion for learning, for technology, and for solving problems
Training: the ability to make complex topics simple to understand
Rapport Building: comfortable working with customers via video calls
Adaptability: change is constant and the Professional Services Team values experimentation to find the best processes and solutions
Demonstrate the Intercom Values: Customer Obsessed, Success First, Incredibly High Standards, Open Mindedness, Resilience, Impatience, Positive and Optimistic

Job Responsibility

Act as the main product expert during our customer’s deployment of Fin AI Agent for Customer Support
Partner with the rest of the Professional Services team, the Sales team, and the Customer Success team to deliver the best possible experience for new clients
Facilitate discovery of complex customer objectives and requirements and help translate them to items included in our deployment plans
Work closely with Project Managers and AI Agent Engineers to complete tasks on the deployment plan or enable customers to complete
Execute tailored AI-first customer service strategies based on customer goals and drive product adoption of our AI features
Help drive success of the Professional Services Team by exceeding the measured Key Performance Indicators for your Project Portfolio
Collaborate with our Customer Support and R&D teams to help coordinate resolution of issues, potential defects, and provide detailed product feedback around feature enhancements
Collaborate with our Customer Education Team to ensure our self-serve materials are up to date and best in class

What we offer

Competitive salary and meaningful equity
Comprehensive medical, dental, and vision coverage
Regular compensation reviews
Flexible paid time off policy
Paid Parental Leave Program
401k plan & match
In-office bicycle storage
Fun events for Intercomrades, friends, and family

Fulltime

AI Deployment Specialist

As an AI Deployment Specialist at Intercom, you’ll share ownership of our Custom...

Location

United States , Chicago

Salary:

108000.00 - 129000.00 USD / Year

Intercom

Expiration Date

Until further notice

Requirements

4+ years of work experience
2+ years in a customer-facing role
Positivity: A genuine interest in the work you do and a positive attitude!
Curiosity: a passion for learning, for technology, and for solving problems
Training: the ability to make complex topics simple to understand
Rapport Building: comfortable working with customers via video calls
Adaptability: change is constant and the Professional Services Team values experimentation to find the best processes and solutions
Demonstrate the Intercom Values: Customer Obsessed, Success First, Incredibly High Standards, Open Mindedness, Resilience, Impatience, Positive and Optimistic

Job Responsibility

Act as the main product expert during our customer’s deployment of Fin AI Agent for Customer Support
Partner with the rest of the Professional Services team, the Sales team, and the Customer Success team to deliver the best possible experience for new clients
Facilitate discovery of complex customer objectives and requirements and help translate them to items included in our deployment plans
Work closely with Project Managers and AI Agent Engineers to complete tasks on the deployment plan or enable customers to complete
Execute tailored AI-first customer service strategies based on customer goals and drive product adoption of our AI features
Help drive success of the Professional Services Team by exceeding the measured Key Performance Indicators for your Project Portfolio
Collaborate with our Customer Support and R&D teams to help coordinate resolution of issues, potential defects, and provide detailed product feedback around feature enhancements
Collaborate with our Customer Education Team to ensure our self-serve materials are up to date and best in class

What we offer

Competitive salary and meaningful equity
Comprehensive medical, dental, and vision coverage
Regular compensation reviews - great work is rewarded!
Flexible paid time off policy
Paid Parental Leave Program
401k plan & match
In-office bicycle storage
Fun events for Intercomrades, friends, and family!

Fulltime

Software Engineering Director

We are seeking an experienced Software Engineering Director to lead the company’...

Location

United Kingdom , London

Salary:

Not provided

AWTG

Expiration Date

Until further notice

Requirements

Proven experience (10+ years) in software engineering, technical leadership, or similar roles, with at least 3 years in a senior management capacity
Strong background in software development, architecture, and systems design
Extensive experience in implementing AI-first software
Proven experience in AI development and AIOps implementation
Experience with various cloud platforms (GCP, AWS, Azure, Etc), DevOps tools
Demonstrated ability to scale technical teams and deliver complex software projects on time and on budget
Experience in creating solutions that has cloud, web, mobile app components
In-depth knowledge of cybersecurity, data privacy regulations, and compliance standards
In-depth knowledge of various AI methodologies and learning algorithms
Proven experience in various programming languages like Python, Java, React, C#, domain specific languages, native and cross platform development, etc

Job Responsibility

Define and oversee the company’s technical vision, strategy, software development, and product roadmap
Align technology initiatives with the company’s vision, business objectives and growth strategies
Evaluate and implement emerging technologies to maintain a competitive edge
Implement an AI-first software vision on products, platforms and solutions
Secure internal and external funding for development of new technologies and innovations
Manage P&L for the entire Software Division
Develop products and platforms that is ready for accelerate and sustain growth
Lead revenue generation activities including ensuring that bids and proposals are in top quality
Build, lead, and mentor a high-performing team of developers, engineers, and IT professionals
Foster a culture of innovation, collaboration, and continuous improvement within software engineering and product teams

Fulltime

Customer Support Manager, AI-First

Puffy

Location:
United States

Category:
Customer Service

Contract Type:
Not provided

Salary:

Job Description:

Job Responsibility:

Requirements:

Additional Information:

Job Posted:
January 15, 2026

Looking for more opportunities? Search for other job offers that match your skills and interests.

Similar Jobs for Customer Support Manager, AI-First

Customer Success Manager, AI-First

Senior Engineering Manager - Support Platform

Senior Engineering Manager - Support Platform

Engineering Manager - Support Platform

Senior Customer Experience Architect

AI Deployment Specialist

AI Deployment Specialist

Software Engineering Director

Customer Support Manager, AI-First

Puffy

Location:United States

Category:Customer Service

Contract Type:Not provided

Salary:

Job Description:

Job Responsibility:

Requirements:

Additional Information:

Job Posted:January 15, 2026

Looking for more opportunities? Search for other job offers that match your skills and interests.

Similar Jobs for Customer Support Manager, AI-First

Customer Success Manager, AI-First

Senior Engineering Manager - Support Platform

Senior Engineering Manager - Support Platform

Engineering Manager - Support Platform

Senior Customer Experience Architect

AI Deployment Specialist

AI Deployment Specialist

Software Engineering Director

Location:
United States

Category:
Customer Service

Contract Type:
Not provided

Job Posted:
January 15, 2026