Customer Success Director (Relocation Support to LA)

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 Success Director for our USA 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: Max annual salary of up to USD 150K + 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 10% in 2023, 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 strategic sales initiatives to enhance customer satisfaction and increase revenue.
• 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.
• Provide sales training and development for the customer support team to enhance their ability to assist customers effectively and drive sales growth through effective upselling and cross-selling techniques.
• Attend professional development events to enhance expertise in customer support management.

Additional Responsibilities:

• Partner with digital marketing for customer retention and loyalty improvement strategies to align customer service efforts with overall sales goals.
• 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 and Experience:

• 5+ years of experience in a customer success management role, 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 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.

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.

JOB TYPE: FULL TIME

WORKING HOURS: MONDAY TO FRIDAY, 8am -5pm

JOB LOCATION: 4605 Lankershim Boulevard North Hollywood, CA 91602

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