Customer Support Representative (Remote)

Position: Customer Support AssociateLocation: Remote (Utah)Compensation: Base Pay: $21.00 - $22.50 / hourTotal Compensation: Top performers exceed $31.50/hour + Uncapped bonusesWhat this means: Uncapped earning potential with a proven 40%+ uplift for high performers.Puffy is looking for an elite Customer Support Associate to join our fast-growing eCommerce/DTC brand. 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 environmentsMaster of professional communication with ability to command high volume inquiriesFast and accurate typist: 50+ WPM requiredProficient in modern support systems: Zendesk, Gorgias, or Freshdesk on ShopifyExcited by technology and sees AI as a partner that enhances skillsThe Puffy DNAWe'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: $21–$22.5/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 stackLearning & development opportunitiesInternational team collaboration (14+ nationalities)✅ Other Benefits:401(k) with Company MatchFree Puffy mattress after 6 months$1,000 Puffy/Halo Board store credit after 1 yearReady to Shape Your Story?Click "Apply" and take the first step.