Customer Support Representative

About The Company Puffy is a forward-thinking, innovative company committed to redefining the customer experience in the e-commerce space. Known for its high-quality products and exceptional service, Puffy fosters a dynamic and fast-paced environment where excellence and customer satisfaction are at the core of its mission. The company values a culture of ownership, urgency, and relentless pursuit of excellence, empowering its team members to be proactive, resourceful, and dedicated to delivering outstanding results. With a diverse international team and a strong focus on leveraging cutting-edge technology, Puffy aims to stay ahead of industry trends and continuously improve its offerings to meet and exceed customer expectations.

About The Role The Customer Support Associate at Puffy plays a crucial role in maintaining and enhancing the company’s reputation for exceptional customer service. This remote position, based in Florida, offers an exciting opportunity for individuals passionate about delivering high-quality support in a fast-paced environment. The role involves managing customer inquiries, resolving issues efficiently, and acting as a brand ambassador to uphold Puffy’s standards of excellence. Utilizing modern support tools and AI-driven solutions, the Customer Support Associate will ensure a seamless and positive experience for every customer. High performers have the potential to earn uncapped bonuses, significantly increasing total compensation, and will be instrumental in shaping the company’s customer service strategy and overall customer satisfaction levels.

Qualifications

• 1-2+ years of proven experience in customer support or related roles in high-volume, fast-paced environments
• Exceptional communication skills, both written and verbal
• Fast and accurate typing speed of 50+ WPM
• Proficiency with modern support platforms such as Zendesk, Gorgias, or Freshdesk, preferably integrated with Shopify
• Strong technological aptitude and enthusiasm for AI tools and automation
• Ability to handle high inquiry volumes with professionalism and efficiency
• Self-motivated with a strong sense of ownership and accountability
• Excellent problem-solving skills and attention to detail

Responsibilities

• Own the customer relationship by responding promptly and thoroughly to inquiries, ensuring issues are resolved from initial contact to final resolution
• Represent Puffy as an on-site brand champion, maintaining brand reputation through thoughtful customer interactions
• Engineer a seamless customer experience by managing feedback, documenting interactions meticulously, and providing actionable insights to the organization
• Partner with AI co-pilot tools to automate routine inquiries, allowing focus on complex and strategic support tasks
• Utilize and optimize modern support systems such as Zendesk, Gorgias, or Freshdesk within the Shopify e-commerce platform
• Manage a high volume of customer inquiries confidently and professionally
• Collaborate with team members across different nationalities to deliver consistent, high-quality support
• Continuously seek opportunities to improve support processes and customer satisfaction levels

Benefits

• Competitive base pay of $21.00 – $22.50 per hour with uncapped bonus earning potential, exceeding $31.50/hour for top performers
• Comprehensive medical, dental, and vision insurance coverage
• Generous Paid Time Off (PTO) and recognition of US public holidays
• Access to an AI-native support tool stack to enhance productivity and support quality
• Opportunities for learning and professional development
• International team collaboration, fostering diverse and inclusive work environment
• 401(k) plan with company match
• Free Puffy mattress after six months of employment
• $1,000 Puffy/Halo Board store credit after one year of service

Equal Opportunity

Puffy is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. We believe that diverse perspectives and experiences drive innovation and excellence, and we welcome applicants from all backgrounds to join our team.