Customer Support Manager, AI-First (Remote)

Puffy is a Top 5 US mattress brand with over $1B in sales, seeking a Customer Support Manager to own the customer support tech stack and optimize AI-powered workflows. The role involves leading a team of agents, designing automated systems, and driving adoption through coaching and real-world improvements.

Responsibilities:

• Own the entire customer support tech stack—designing, launching, and optimizing AI-powered workflows that automate Tier-1 inquiries, maximize containment, and ensure seamless AI-to-human handoffs
• Lead and enable a team of agents, driving adoption through coaching and real-world workflow improvements
• Build the AI-First Support Playbook
• Architect the systems that eliminate support tickets and own the full tech stack (Zendesk, Alhena AI, voice, sentiment analysis)
• Design automated workflows and push containment rates higher than industry benchmarks
• Build the training playbook that transforms support agents into 'AI-first' operators

Requirements:

• 5+ years of experience in customer support or operations management within a high-performance e-commerce environment, with hands-on ownership of support systems and automations
• A deep, systems-thinking mindset; you are obsessed with process mapping, AI workflow optimization, and building scalable, automated solutions
• Proven ability to lead and develop teams, including hands-on enablement and change management for new tools, technologies and processes
• Highly analytical and data-fluent; you are comfortable building dashboards, interpreting complex data sets, and using your findings to drive strategic decisions
• Expert-level, hands-on Zendesk administration experience (you have personally configured automations, routing logic, custom fields, and integrations)
• Hands-on experience working with AI/LLMs
• Direct experience building, tuning, and troubleshooting chatbot or AI-driven support flows (like Alhena AI)
• Proficiency with data visualization tools (e.g., Looker)