ABOUT THE JOB:

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 is looking for dedicated and driven Customer Service Representatives. Reporting to the Customer Service Manager, you will facilitate our relationship with our customers by addressing queries and complaints across various communication channels. You will fit right in if you love diving into a new team, learning the ins and outs of our products, and providing best-in-class customer support.

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:

• Responding to incoming customer service inquiries in an accurate, timely, and thoughtful manner
• Maintaining a positive, empathetic, and professional attitude toward customers at all times
• Adapting to and thriving in a dynamic environment with changing customer needs
• Quickly becoming fluent in the brand voice, software platforms, and common inquiries
• Efficiently utilizing multiple web apps to enter, pull, and assess customer information
• Keeping accurate and complete records of customer interactions, transactions, comments, and complaints
• Providing key insights on customer interactions to continuously improve the customer’s experience with the brand

REQUIRED SKILLS AND EXPERIENCE:

• Minimum 1 -2 years’ solid customer service experience in one company, preferably in an e-commerce or multi-channel inbound support setting
• Excellent written and verbal communication skills
• Typing Speed - 50 WPM
• Proficient in working with computers and web-based applications
• Experience with customer support systems such as Freshdesk, Gorgias, or Zendesk is preferred
• Familiarity with Shopify or other e-commerce platforms is an asset
• Background in successfully handling a high volume of work in a professional setting
• Ability to multi-task, prioritize, and manage time effectively
• Outgoing personality and a team player
• Gain satisfaction from helping others

WORKING HOURS WILL VARY WITHIN:

MONDAY TO FRIDAY, 11 AM-8 PM, 9 AM-6 PM, SATURDAY and SUNDAY 8 PM-5 AM

What’s next?

Click “Apply” to start your application today! We've optimized our recruitment process into 3 simple steps. We want to ensure that all applicants have a fair and equal chance, so we use our Phase 1 online assessment. This minimizes unconscious bias in our hiring process. Successful candidates will be invited to Phase 2 within one business day of the successful completion of Phase 1.

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