Customer Support Representative (On-site in North Hollywood)
5+ years
Toluca Lake, CA
Full-time
Onsite
1 month ago
About the role
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:
Ideal Profile:
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.
✨ Your Total Compensation & Benefits
💰 Compensation:
🏥 Health & Protection:
🌴 Time Off:
💼 Work Environment:
✅ Other Benefits:
Ready to Shape Your Story?
Click "Apply" and take the first step.
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.
Skills
RetailCustomer Service