Puffy
AI-First Customer Success Manager (Role onsite in NoHo, LA)
Puffy, Santa Monica, California, United States, 90403
AI-First Customer Success Manager (Role onsite in NoHo, LA)
Join to apply for the
AI-First Customer Success Manager (Role onsite in NoHo, LA)
role at
Puffy . This range is provided by Puffy. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.
Base pay range $90,000.00/yr - $110,000.00/yr
Location: North Hollywood, CA (On-site)
We’re seeking an
AI-First Customer Success Manager
to be the chief architect of our next-generation customer experience at our
North Hollywood headquarters . Your primary goal: build a highly scalable, AI-powered support infrastructure that empowers our team of support specialists to become a high-performing sales force while creating a nearly autonomous support system. You will own our entire tech stack (Zendesk, Alhena AI, G-Ai, etc.), lead 8‑9 specialists, and engineer systems that allow our world‑class sales team to focus entirely on driving Puffy's growth.
Highlights:
Elite Reward:
A highly competitive salary of
$90,000 - $110,000 USD/year
+ up to
10% performance bonus .
Your Toolbox (AI‑Native Operations Stack):
Architect strategy in a truly AI‑first environment, leveraging cutting‑edge automation tools.
Responsibilities
Architect the Complete Customer Journey Infrastructure:
Control our entire Customer Service system—Zendesk CRM, Alhena AI chatbot, and next‑wave automation tools you identify and implement. Maximum uptime, efficiency, and ROI are your responsibility.
Translate Leading‑Edge AI into a World‑Class Customer Experience:
Make every customer interaction faster, smarter, and more effective by piloting new AI technologies—voice analysis, sentiment detection—to design automated workflows that resolve issues instantly. Engineer flawless AI‑to‑human handoffs for complex needs.
Champion a Culture of Data‑Driven Service Excellence:
Source of truth for service quality. Build the master dashboard, establish QA frameworks guaranteeing excellence for AI and human interactions, and deliver weekly performance reports that turn raw data into actionable strategies for improving customer satisfaction.
Lead and Develop a Hand‑Slinging Team:
Train agents on new technologies, scale operations, and maintain high service standards.
Drive Continuous Improvement:
Identify gaps, propose enhancements, and implement changes that increase efficiency, reduce response times, and improve customer satisfaction scores.
Qualifications
You have a genuine
AI‑first mindset .
You have
5+ years of operations management or customer service/success leadership experience
in high‑performance e‑commerce environments.
You possess a deep,
systems‑thinking ability
focused on process mapping and workflow optimization.
You have a demonstrated ability to
lead and develop teams , specifically training agents on new technologies.
You are highly
analytical and data‑fluent , comfortable building dashboards and interpreting complex datasets.
You have expert‑level
Zendesk administration
knowledge and hands‑on
AI chatbot training experience .
The Puffy DNA
Be the Owner:
Autonomy to make decisions and the expectation to see them through.
Execute with Urgency:
Deliberate decisions made quickly in a high‑stakes dynamic environment.
Demand Excellence:
Push the boundaries of your craft and insist on the highest standards.
Go All‑In:
Rally as one team for critical projects.
Here’s What Success Looks Like In 12‑24 months, you will have built a nearly autonomous support system that allows our sales team to focus entirely on driving growth. You will have accelerated your path to leadership while working from our modern North Hollywood headquarters with world‑class compensation.
Ready to Shape Your Story? Click "Apply" and take the first step.
Seniority Level Mid‑Senior level
Employment Type Full‑time
Job Function Customer Service and Strategy/Planning
Industries Retail
Benefits
Medical insurance
Vision insurance
401(k)
EEO Statement We are an equal opportunity employer and do not discriminate on the basis of race, religion, color, national origin, disability, or protected veteran status.
#J-18808-Ljbffr
AI-First Customer Success Manager (Role onsite in NoHo, LA)
role at
Puffy . This range is provided by Puffy. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.
Base pay range $90,000.00/yr - $110,000.00/yr
Location: North Hollywood, CA (On-site)
We’re seeking an
AI-First Customer Success Manager
to be the chief architect of our next-generation customer experience at our
North Hollywood headquarters . Your primary goal: build a highly scalable, AI-powered support infrastructure that empowers our team of support specialists to become a high-performing sales force while creating a nearly autonomous support system. You will own our entire tech stack (Zendesk, Alhena AI, G-Ai, etc.), lead 8‑9 specialists, and engineer systems that allow our world‑class sales team to focus entirely on driving Puffy's growth.
Highlights:
Elite Reward:
A highly competitive salary of
$90,000 - $110,000 USD/year
+ up to
10% performance bonus .
Your Toolbox (AI‑Native Operations Stack):
Architect strategy in a truly AI‑first environment, leveraging cutting‑edge automation tools.
Responsibilities
Architect the Complete Customer Journey Infrastructure:
Control our entire Customer Service system—Zendesk CRM, Alhena AI chatbot, and next‑wave automation tools you identify and implement. Maximum uptime, efficiency, and ROI are your responsibility.
Translate Leading‑Edge AI into a World‑Class Customer Experience:
Make every customer interaction faster, smarter, and more effective by piloting new AI technologies—voice analysis, sentiment detection—to design automated workflows that resolve issues instantly. Engineer flawless AI‑to‑human handoffs for complex needs.
Champion a Culture of Data‑Driven Service Excellence:
Source of truth for service quality. Build the master dashboard, establish QA frameworks guaranteeing excellence for AI and human interactions, and deliver weekly performance reports that turn raw data into actionable strategies for improving customer satisfaction.
Lead and Develop a Hand‑Slinging Team:
Train agents on new technologies, scale operations, and maintain high service standards.
Drive Continuous Improvement:
Identify gaps, propose enhancements, and implement changes that increase efficiency, reduce response times, and improve customer satisfaction scores.
Qualifications
You have a genuine
AI‑first mindset .
You have
5+ years of operations management or customer service/success leadership experience
in high‑performance e‑commerce environments.
You possess a deep,
systems‑thinking ability
focused on process mapping and workflow optimization.
You have a demonstrated ability to
lead and develop teams , specifically training agents on new technologies.
You are highly
analytical and data‑fluent , comfortable building dashboards and interpreting complex datasets.
You have expert‑level
Zendesk administration
knowledge and hands‑on
AI chatbot training experience .
The Puffy DNA
Be the Owner:
Autonomy to make decisions and the expectation to see them through.
Execute with Urgency:
Deliberate decisions made quickly in a high‑stakes dynamic environment.
Demand Excellence:
Push the boundaries of your craft and insist on the highest standards.
Go All‑In:
Rally as one team for critical projects.
Here’s What Success Looks Like In 12‑24 months, you will have built a nearly autonomous support system that allows our sales team to focus entirely on driving growth. You will have accelerated your path to leadership while working from our modern North Hollywood headquarters with world‑class compensation.
Ready to Shape Your Story? Click "Apply" and take the first step.
Seniority Level Mid‑Senior level
Employment Type Full‑time
Job Function Customer Service and Strategy/Planning
Industries Retail
Benefits
Medical insurance
Vision insurance
401(k)
EEO Statement We are an equal opportunity employer and do not discriminate on the basis of race, religion, color, national origin, disability, or protected veteran status.
#J-18808-Ljbffr