Systems & Data Specialist

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.

What's The Role About:

Platform Logic

• 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

System Integrations

• 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

AI Enablement

• 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, Puffco's recruitment policies are designed to place the most highly qualified persons available in a timely and efficient manner. Puffco may pursue all avenues available, including promotion from within, employee referrals, outside advertising, employment agencies, Internet recruiting, job fairs, college recruiting and search firms.

• 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 Have

• 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

This hybrid role is based out of our Los Angeles HQ and requires in office work 2 days per week.

Perks and 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!

By combining first-hand knowledge of what cannabis users want with the most advanced technology and cutting-edge design, Puffco hasn't just grown a company: we have started a movement that will mainstream cannabis enjoyment for the world. The company was founded in 2013 with a singular mission: to bring consumers the pleasure of a full-spectrum cannabis experience. Unlike other products which offer only a fraction of the full potential of cannabis, Puffco has focused on bringing the richest and most fulfilling experience possible. Puffco products are adored by consumers and critics alike and have won numerous industry and technology awards. In addition to consumer success, Puffco continually revolutionizes the cannabis industry. Puffco's corporate culture is built on a team laser-focused on working together to realize the company's mission and vision. We strive to ensure a driven and unique business culture that respects and honors employees, partners, and customers. Puffco has also been listed by MG Magazine as one of the 50 best companies to work for.