Job Overview Puffy, a leading innovator in premium mattresses and sleep accessories, is seeking a dedicated Customer Support Representative to join our remote team. This full-time role offers the flexibility to work from anywhere in Nevada or beyond, focusing on delivering outstanding customer experiences that align with our mission to revolutionize sleep quality for everyone. Key Responsibilities Respond promptly to customer inquiries through multiple channels including email, live chat, phone, and social media, ensuring every interaction is professional and helpful. Troubleshoot product-related issues, process returns and exchanges efficiently, and escalate complex cases to appropriate teams. Maintain accurate records of customer interactions in our CRM system, contribute to knowledge base updates, and actively seek feedback to improve service quality. Collaborate with sales, product, and logistics teams to resolve issues swiftly and enhance overall customer satisfaction. Participate in training sessions and stay updated on company products, policies, and industry best practices to provide accurate information. Required Qualifications High school diploma or equivalent required; associate's or bachelor's degree in business, communications, or related field preferred. At least 1-2 years of experience in customer service, call center, or retail support roles. Proficiency in customer service software such as Zendesk, Freshdesk, or similar CRM tools. Excellent written and verbal communication skills with a customer-centric mindset. Ability to multitask in a fast-paced environment and work independently with minimal supervision. Skills Strong problem-solving abilities and empathy to handle diverse customer needs. Technical proficiency in Microsoft Office Suite, Google Workspace, and remote collaboration tools like Slack or Zoom. Knowledge of e-commerce platforms and order management systems is a plus. Exceptional listening skills, patience, and a positive attitude. Familiarity with sleep industry products or wellness trends advantageous. Company Info Puffy is renowned for its award-winning memory foam mattresses, pillows, and bedding that prioritize comfort, cooling technology, and durability. Committed to sustainability and customer happiness, we offer a 101-night trial and lifetime warranty on select products. Our remote-first culture fosters work-life balance, innovation, and team collaboration across the U.S. Benefits Competitive salary with performance-based bonuses. Comprehensive health, dental, and vision insurance for full-time employees. Generous PTO policy including vacation, sick days, and paid holidays. Home office stipend, wellness reimbursement, and employee discounts on Puffy products. Professional development opportunities and flexible remote work schedule. Growth Opportunities Advance your career within Puffy through internal promotions to roles like Support Team Lead, Customer Success Manager, or Product Specialist. Ongoing training programs, mentorship, and performance reviews support skill enhancement. Join a growing company where dedication and results lead to leadership positions and expanded responsibilities in the thriving sleep industry.