Puffy
Customer Success Manager 'AI-Powered' (On-site in LA)
Puffy, Culver City, California, United States, 90232
Customer Success Manager 'AI-Powered' (On-site in LA)
Join Puffy as a Customer Success Manager 'AI-Powered' (On-site in LA) role.
Base pay range:
$90,000.00/yr – $110,000.00/yr
Compensation:
Up to $110,000/year + Performance Bonus up to 10%
Total Annual Package:
Up to USD $125,800/year + Comprehensive Benefits
Required Experience:
Systems thinking and AI integration in customer service operations are essential
Location:
North Hollywood, CA (On-site)
Role Overview Puffy is a Top 5 US mattress brand with 100% YoY growth since 2016, recognized as a Great Place to Work. This role is for a systems‑thinking leader ready to architect a scalable, AI‑powered support infrastructure.
You will own the customer support technology stack, design automated workflows that resolve Tier‑1 inquiries autonomously, and integrate cutting‑edge AI technologies to build a nearly self‑running support system. You will lead 8–9 agents while enabling them to become AI‑native operators, freeing the sales team to focus on growth.
Key Responsibilities
Architect AI-Powered Support Infrastructure from the Ground Up – Own the entire tech stack (Zendesk, Alhena AI, voice AI, sentiment analysis, predictive support tools), design workflows to resolve Tier‑1 inquiries without human touch, engineer seamless AI‑to‑human handoffs, research and pilot emerging AI technologies.
Partner with the 1% – Work with a top‑tier mattress brand, a Forbes Council Member CEO, and gain exposure to strategic decisions and high‑velocity execution.
Own Data Infrastructure with Executive Visibility – Build a master dashboard for CS operations, track AI response time, ticket volume, queue performance, team KPIs, establish data‑driven QA frameworks, deliver weekly strategic reports to the Director of CS.
Develop and lead a world‑class training program – Transform agents into AI‑native operators, manage 8–9 agents through 1:1s, performance management, and career development.
What You'll Need
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; 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; comfortable building dashboards, interpreting complex data sets, and using 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).
Good‑to‑Have
Experience integrating multiple AI technologies into customer service workflows.
Background in scaling support operations in high‑growth D2C environments.
Familiarity with voice AI and sentiment analysis tools.
The Puffy DNA
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.
Be AI-First:
Daily multi‑turn AI conversations challenge your assumptions.
Go All-In:
When the mission demands it, we rally as one team to cross the finish line.
Other Benefits
Monthly performance bonuses (up to 10%)
Employee Recognition Program: Allows employees to recognize and build a culture of appreciation
Comprehensive medical, dental, and vision insurance
Generous Paid Time Off (PTO) + US Public holidays
AI First organization with access to AI-native tool stack
International team collaboration (14+ nationalities)
401(k) with Company Match
Free Puffy mattress after 6 months completion
$1,000 Puffy/Halo Board store credit after 1 year completion
Ready to Shape Your Story? The alternative is another year managing tickets instead of building the AI‑powered systems that eliminate them.
Click “Apply” to start your application today!
Seniority Level Mid‑Senior level
Employment Type Full‑time
Job Function Customer Service, Product Management, and Quality Assurance
Industries Retail
#J-18808-Ljbffr
Base pay range:
$90,000.00/yr – $110,000.00/yr
Compensation:
Up to $110,000/year + Performance Bonus up to 10%
Total Annual Package:
Up to USD $125,800/year + Comprehensive Benefits
Required Experience:
Systems thinking and AI integration in customer service operations are essential
Location:
North Hollywood, CA (On-site)
Role Overview Puffy is a Top 5 US mattress brand with 100% YoY growth since 2016, recognized as a Great Place to Work. This role is for a systems‑thinking leader ready to architect a scalable, AI‑powered support infrastructure.
You will own the customer support technology stack, design automated workflows that resolve Tier‑1 inquiries autonomously, and integrate cutting‑edge AI technologies to build a nearly self‑running support system. You will lead 8–9 agents while enabling them to become AI‑native operators, freeing the sales team to focus on growth.
Key Responsibilities
Architect AI-Powered Support Infrastructure from the Ground Up – Own the entire tech stack (Zendesk, Alhena AI, voice AI, sentiment analysis, predictive support tools), design workflows to resolve Tier‑1 inquiries without human touch, engineer seamless AI‑to‑human handoffs, research and pilot emerging AI technologies.
Partner with the 1% – Work with a top‑tier mattress brand, a Forbes Council Member CEO, and gain exposure to strategic decisions and high‑velocity execution.
Own Data Infrastructure with Executive Visibility – Build a master dashboard for CS operations, track AI response time, ticket volume, queue performance, team KPIs, establish data‑driven QA frameworks, deliver weekly strategic reports to the Director of CS.
Develop and lead a world‑class training program – Transform agents into AI‑native operators, manage 8–9 agents through 1:1s, performance management, and career development.
What You'll Need
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; 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; comfortable building dashboards, interpreting complex data sets, and using 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).
Good‑to‑Have
Experience integrating multiple AI technologies into customer service workflows.
Background in scaling support operations in high‑growth D2C environments.
Familiarity with voice AI and sentiment analysis tools.
The Puffy DNA
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.
Be AI-First:
Daily multi‑turn AI conversations challenge your assumptions.
Go All-In:
When the mission demands it, we rally as one team to cross the finish line.
Other Benefits
Monthly performance bonuses (up to 10%)
Employee Recognition Program: Allows employees to recognize and build a culture of appreciation
Comprehensive medical, dental, and vision insurance
Generous Paid Time Off (PTO) + US Public holidays
AI First organization with access to AI-native tool stack
International team collaboration (14+ nationalities)
401(k) with Company Match
Free Puffy mattress after 6 months completion
$1,000 Puffy/Halo Board store credit after 1 year completion
Ready to Shape Your Story? The alternative is another year managing tickets instead of building the AI‑powered systems that eliminate them.
Click “Apply” to start your application today!
Seniority Level Mid‑Senior level
Employment Type Full‑time
Job Function Customer Service, Product Management, and Quality Assurance
Industries Retail
#J-18808-Ljbffr