Systems & Data Specialist

Puffco • Los Angeles, CA

6d • Hybrid

About The Position

We are seeking a technically sharp and process-oriented Systems & Data Specialist to own the backbone of how our customer support team operates. This role sits at the intersection of Customer Support operations and technical infrastructure. You’ll partner closely with the VP of Customer Support and the Director of Data Engineering to deliver high-impact automations and infrastructure and enable high quality customer support data.

Requirements

• 2+ years of hands-on Customer Support platform administration, including triggers, automations, views, and macros
• Working knowledge of APIs and webhooks; you've connected systems before and understand how data moves between them
• Experience maintaining or building CRM integrations in a support context
• Strong documentation habits and a systematic approach to troubleshooting
• Comfortable operating independently and managing competing priorities in a fast-moving environment
• Clear communicator who can translate technical concepts for non-technical stakeholders

Nice To Haves

• Experience with low-code automation platforms (Zapier, Workato, or similar)
• Familiarity with scripting or basic coding (JavaScript, Python)
• Prior exposure to AI agent platforms or chatbot tooling (Zendesk AI, OpenAI, or similar)
• Background in e-commerce, DTC, or consumer product support environments
• Experience working within or alongside an engineering team

Responsibilities

• Own the day-to-day health of Zendesk, including triggers, automations, and complex macros
• Ensure customer support form submissions route into Zendesk as properly structured tickets, with the right fields, tags, and assignee logic applied
• Architect and maintain routing logic, SLA policies, and ticket workflows that keep the support queue operating efficiently
• Audit and continuously improve platform configuration to eliminate friction for agents and customers alike
• Document systems thoroughly so institutional knowledge lives in the organization
• Ensure seamless data flow between Zendesk and our CRM, proactively identifying and resolving sync issues
• Build and maintain webhooks and API-based connections that tie our support stack together
• Partner with the broader tech team to scope and implement integrations as our tooling evolves
• Monitor integration health and own incident response when the pipeline breaks
• Lead the setup, training, and ongoing optimization of the Zendesk AI agent as the organization's capability matures
• Define intent taxonomy and conversation flows that reflect how our customers actually communicate
• Analyze deflection rates, CSAT, and resolution data to tune AI performance over time

Benefits

• Competitive pay
• 401K
• Medical/Dental/ Vision/Life coverage
• Flexible Time-Off
• Friendly office in LA Center Studios with a fun casual and comfortable work environment
• Snacks, lunches, retreats, and SO much more!

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed