Job Description

Job Description

Are you the 1 in 47,832 Customer Service Managers who sees the AI revolution coming but feels trapped by outdated systems and risk-averse leadership?

We're seeking an AI-First Customer Service 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'll own our entire tech stack (Zendesk, Alhena AI), lead 8-9 specialists, and engineer systems that allow our world-class sales team to focus entirely on driving Puffy's growth.

*Note: Job-based onsite in North Hollywood, LA

We believe elite talent deserves a premium commitment. We back our vision with two things you won't find anywhere else: a world-class lifestyle and the world's most advanced AI-native customer operations toolbox.

1. Elite Reward: A highly competitive salary of $75,000 - $85,000 + up to 10% performance bonus. We believe high performers deserve top-in-class compensation.

2. Your Toolbox (AI-Native Operations Stack): While other companies are figuring out how to implement basic chatbots, we are rebuilding our entire customer experience engine around advanced AI automation. You will architect strategy in a truly AI-first environment, a competitive advantage few Customer Service Managers in the world will have.

At Puffy, we're not just offering a job. We're offering you a plan to realize your full potential, here’s how:

1. Architect the Complete Customer Journey Infrastructure: You will directly control our entire Customer Service system—Zendesk CRM, Alhena AI chatbot, and the next wave of automation tools you identify and implement. Maximum uptime, efficiency, and ROI are your responsibility.

2. Translate Leading-Edge AI into a World-Class Customer Experience: Your goal is to make every customer interaction faster, smarter, and more effective. You'll continuously pilot new AI technologies—like voice analysis and sentiment detection—to design automated workflows that resolve customer issues instantly, while engineering flawless AI-to-human handoffs for more complex needs.

3. Champion a Culture of Data-Driven Service Excellence: You will be the source of truth for service quality. You'll build the master dashboard for all CS operations, establish QA frameworks that guarantee a standard of excellence for both AI and human interactions, and deliver weekly performance reports that turn raw data into actionable strategies for improving customer satisfaction.

This role is for you if:

• You have a genuine AI-first mindset
• You have 5+ years of customer service or operations management experience in high-performance e-commerce environments.
• You possess a deep, systems-thinking ability focused on process mapping and workflow optimization.
• You have 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:

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

1. Be the Owner: We don't hire employees; we welcome owners. You are given the autonomy to make decisions and the expectation to see them through.

2. Execute with Urgency: Our mission demands relentless speed and precision. We thrive in high-stakes, dynamic environments by making thoughtful decisions quickly.

3. Demand Excellence: We solve the hard problems that others can't. You will push the boundaries of your craft and insist on the highest standards.

4. Go All-In: When the mission demands it, we rally as one team. Critical projects require critical commitment.

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'll 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. Our streamlined 3-phase hiring process is designed for elite talent like you. If you pass our online assessment, you could be invited to Phase 2 within one business day.

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