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Puffy Logo Puffy · Customer Service

Customer Support Representative

United States 24.00 USD / Hour · Job Posted January 11, 2026
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Job Description

The voice of a $1B+ brand. Where great support is built and rewarded. You'll own customer relationships for Puffy—a $1B+ DTC brand known for award-winning support. Reporting to the CS Director, you'll handle complex issues, protect the brand, and turn frustrated customers into loyal ones. Strong base pay, uncapped bonus, clear path to grow.

Job Responsibility

  • Own the Customer Relationship: Respond to and own customer issues from first contact to final resolution, providing the foundation for Puffy’s award-winning customer experience
  • Become Our On-Site Brand Champion: Utilize autonomy and advanced tools to manage customer interactions, provide thoughtful solutions, and maintain Puffy's brand reputation
  • Engineer a Seamless Customer Experience: Manage the flow of customer feedback, keeping meticulous records and providing key insights to the organization
  • Utilize AI Co-pilot: Partner with our proprietary AI co-pilot to automate routine inquiries, allowing focus on strategic problem-solving and creating exceptional customer experiences
  • Leverage Modern Support Stack: Architect a modern customer experience using tools like Zendesk, Gorgias, or Freshdesk across an e-commerce platform like Shopify
  • Command High Volume Inquiries: Confidently manage a high volume of customer inquiries

Requirements

  • 1-2+ years of proven customer support expertise
  • Master of professional communication
  • Fast and accurate typist: 50+ WPM typing required
  • Proficient in modern support systems: Experience with tools like Zendesk, Gorgias, or Freshdesk across an e-commerce platform like Shopify
  • Excited by technology: Sees AI as a partner that enhances skills, not as something to be feared
  • Are Owners: Take autonomy, make decisions, and are accountable for results beyond their defined role
  • Execute with Urgency: Thrive in a high-stakes, dynamic environment with speed, precision, and a constant sense of purpose
  • Demand Excellence: Push boundaries, solve hard problems, and insist on the highest standards to deliver impactful results
  • Go All-In: Rally as one team to meet critical project demands and achieve significant wins

What we offer

  • Uncapped Bonus
  • Clear path to grow
  • Learning Budget up to $5000 annual budget for courses and certifications
  • 10% Bonus
  • Performance recognized monthly
  • Top-tier medical insurance
  • Well-being is treated as non-negotiable
  • Build years of AI-native experience
  • 18+ nationalities in one office
  • Learning and development support (we pay for courses you need to upskill)
  • Career progression opportunities
  • 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
Puffy - All Job Offers

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