Job Description

Job Description

Position: Customer Support Associate (On-site LA)

Compensation: Base Pay: $23.00–$26.00/hour + Uncapped bonus earning potential

Target Total Compensation (TTC): Top performers consistently exceed $36.40 per hour (reflecting a 40%+ increase over base pay).

Location: North Hollywood, CA

Puffy is looking for an elite Customer Support Associate to join our fast-growing eCommerce/DTC brand in North Hollywood, LA. This role is for a strategic problem-solver who is skilled in empathetic communication and handling complex customer issues, ready to use AI as an unfair advantage to deliver legendary customer experiences.

Responsibilities:

• 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.

Ideal Profile:

• 1-2+ years of proven customer support expertise in fast-paced, high-stakes environments
• Master of professional communication with ability to command high volume inquiries
• Fast and accurate typist: 50+ WPM required
• Proficient in modern support systems: Zendesk, Gorgias, or Freshdesk on Shopify
• Excited by technology and sees AI as a partner that enhances skills

The Puffy DNA

We're restless, perpetually hungry, and fast-paced, driven by an unwavering belief that we can outperform any competitor — regardless of their size.

• Be the Owner: We don't hire employees; we welcome owners. You're accountable for results, not activity.
• Execute with Urgency: We thrive in high-stakes environments by making thoughtful decisions quickly and acting decisively.
• Demand Excellence: We solve the hard problems that others can't, pushing the boundaries of our craft.
• Go All-In: When the mission demands it, we rally as one team to cross the finish line.

✨ Your Total Compensation & Benefits

💰 Compensation:

• Base: $23–$26/hour + unlimited and uncapped bonus earning potential

🏥 Health & Protection:

• Comprehensive medical, dental, and vision insurance

🌴 Time Off:

• Generous Paid Time Off (PTO) + US Public holidays

💼 Work Environment:

• Access to AI-native tool stack
• Learning & development opportunities
• International team collaboration (14+ nationalities)

✅ Other Benefits:

• 401(k) with Company Match
• Free Puffy mattress after 6 months
• $1,000 Puffy/Halo Board store credit after 1 year

Ready to Shape Your Story?

Click "Apply" and take the first step.

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