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.

Customer Service Representative (On-site in North Hollywood)

Job Type