Customer Support Director (Relocation Allowance)

Join Puffy's team at our Los Angeles premises, conveniently located in North Hollywood. Puffy is a rapidly expanding e-commerce retailer known for our exceptional mattresses, beloved by millions of sleepers in North America. Since entering the bed-in-a-box market in 2016, we have consistently achieved year-on-year growth and received recognition from top publications such as Entrepreneur.com and TechCompanyNews. Our product line now includes a comprehensive range of bedroom essentials, including pillows, bedding, and accessories.

Puffy seeks a dynamic and experienced Customer Support Director for our LA Team. In this role, you will lead our Customer Support operations, striving to elevate customer satisfaction and loyalty through efficient and empathetic service. Your responsibilities will include analyzing service metrics to identify trends and opportunities for improvement and collaborating with departments like digital marketing, logistics, and sourcing to integrate customer feedback into comprehensive business strategies. This position is crucial for developing and implementing initiatives that enhance customer satisfaction in the support department and across the entire Puffy experience.

Why joining us could be the next best step in your career?

• Get hired within 2 weeks: Typically, we extend a job offer within two weeks from a candidate's initial application to Puffy.
• Unmatched compensation: Get a competitive salary + a 10% monthly bonus.
• Seamless relocation: We offer a Relocation allowance for candidates relocating from locations outside of Los Angeles.
• Accelerate your career trajectory: Experience accelerated career growth within your role through a clear path and annual internal promotion opportunities.
• Rapid business expansion: Puffy’s headcount increased by 35% in 2022, demonstrating our substantial growth potential.
• Forbes Member CEO: Gain valuable experience working with a CEO who is a member of the Forbes Council.
• Enjoy great perks and benefits: Health Insurance, Dental, Vision, PTO, 401K, team building events, and office lunches every Friday.
• Great Place to Work: We are certified by Great Place to Work, providing a positive and engaging work environment.
• Convenient location in North Hollywood: Our accessible office space in North Hollywood ensures a convenient commute.
• Health & Lifestyle: We prioritize a healthy lifestyle, offering world-class health insurance (including dental and vision coverage), and our canteen is stocked with organic snacks, juices, fruits, tea, and coffee.
• Top-tier equipment and tech stack: We provide the best equipment and technology to empower you in your work.

Main Responsibilities:

• Lead and enhance the Customer Support team's performance to elevate customer satisfaction and loyalty.
• Identify key customer interaction points, categorize customer needs, and implement targeted support strategies.
• Continuously evaluate and improve customer journey mapping to enhance the Puffy experience.
• Implement feedback mechanisms like surveys to gauge customer satisfaction and service perception.
• Regularly review and optimize Puffy's customer interaction processes.
• Explore innovative approaches to enhance customer service and increase customer value.
• Establish customer service standards and protocols to ensure a high-quality customer experience.
• Utilize CRM tools for managing and monitoring Customer Support initiatives.
• Monitor and guide the Customer Support team to maintain high service standards.
• Conduct training for Customer Support staff to update them on skills and knowledge.
• Attend professional development events to enhance expertise in Customer Support management.

Additional Responsibilities:

• Partner with digital marketing for strategies on customer retention and loyalty improvement.
• Analyze product feedback from support interactions and share insights with product and inventory planning teams.
• Report website issues identified through customer feedback to the web development team promptly.

Required skills:

• Minimum 5 years of experience in Customer Support management, preferably in retail or a related industry.
• Proven track record in managing end-to-end Customer Support operations, including strategy, design, and implementation.
• Strong organizational, verbal, presentation, and written communication skills.
• Ability to lead independently and collaborate effectively with executives and various team members.
• High proficiency in Zendesk and CRM tools.
• Strong business acumen, with Shopify experience being an advantage.
• Competitive, driven, intellectually curious, flexible, passionate, and a team-oriented leader.
• Self-motivated with a deep passion for Customer Support excellence.

Job Type: Full-time

Pay: $100,000.00 - $140,000.00 per year

Application Question(s):

• Are you willing to be 100% office based?
• Our office is in North Hollywood, If you are not based in North Hollywood are you willing to commute or relocate?

Work Location: On the road