Customer Success Advocate

| Greater NYC Area | Remote
Resident is an industry-leader in the Direct-to-Consumer mattress and home furnishings category. Since our founding of the award-winning Nectar Sleep in 2016 (with over 1 million happy sleepers and counting), we have also launched the Dreamcloud, Awara and Level Sleep brands to cater to a variety of sleep preferences. Our mission is simple, we strive to make inspiring products people love coming home to (and to help everyone afford a great night's sleep)! 

Our company is built around continuously improving our ability to introduce new customers to our products, and wow them with exceptional experiences through the shopping and post purchase journey. We love to use data and metrics to drive our decisions, while keeping in mind that customers don’t speak in numbers, and that each one should be treated as a member of our family.  

Oh, and by the way - we’ve been doing the “remote work thing” since the day we started. So you can expect a hard working team of people that understands how to create meaningful connections and get great work done virtually - it’s in our nature!

**This is a Remote, Work from Home opportunity in the United States. Must be available to work 40 hours per week. We are currently looking to fill shifts from 7:45am-4:15pm PST; 9:45am-6:15pm PST. Must be able to work weekends & holidays. Additionally, you must have a dedicated quiet work space to be considered for this role.**

Responsibilities

  • Live and breathe a Customer First mindset
  • Provide world class service to customers and prospects via phone, chat and email
  • Use active listening (and reading) skills to ensure you understand each customer’s needs clearly
  • Multi-task on a variety of web based tools simultaneously to efficiently and effectively address customer inquiries
  • Comfortable handling escalated customer interactions from time to time
  • Be able to treat each customer with respect, empathy and understanding, no matter what kind of day you’re having
  • Be prepared to become a ‘mattress and sleep expert’ - open to learning new concepts, adept at remembering details, quick on your feet with accurate recall of key information
  • Keen to solve problems - do a little research to get the whole picture, and navigate towards customer centric solutions within the parameters of established policies
  • Comfortable engaging non-stop throughout your shift with customers via phone, chat and email
  • Willingness to participate by video chat on all internal team meetings
  • Surface what you see - share your front line insights with team leads, supervisors and managers to help drive continuous improvement in our customer experience
  • Help customers and prospects find the best products to meet their needs - always be looking for opportunities to bring more of our products into customer homes to improve their quality of life - after all - what’s more important than a great night’s sleep?
  • Get excited to come to work every day - bring your best self, be a great team member and get to know fellow employees located around the world!

Requirements

  • A minimum of 1 year of customer support or, sales experience in any environment
  • A minimum of 1 year working in a contact center environment, either remotely or in person - you thrive on phone, chat and email
  • Have experience handling a high volume of tickets
  • Excellent written and spoken English
  • Ability to bring an upbeat, professional and respectful approach to work each day
  • Experience/proficiency in programs such as Kustomer, Chat Tools, Zendesk, Google Suite, Slack
  • Comfortability and familiarity with working from home and being a self-starter
  • Tech savvy with the ability to type at approximately 50+ WPM (ideally)
  • Blazing fast internet connection in your zen work sanctuary

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavaLanguages
    • JavascriptLanguages
    • ScalaLanguages
    • SqlLanguages
    • ReactLibraries
    • Node.jsFrameworks
    • MongoDBDatabases
    • PostgreSQLDatabases
    • RedisDatabases
    • Google AnalyticsAnalytics
    • TableauAnalytics
    • IllustratorDesign
    • InVisionDesign
    • PhotoshopDesign
    • SketchDesign
    • FigmaDesign
    • After EffectsDesign
    • AsanaManagement
    • WordpressCMS
    • ReactJSCMS
    • ProprietaryCRM
    • KlaviyoEmail
    • ConvertFlowLead Gen

Location

Our office is in the heart of Flatiron, right near Madison Square Park and Gramercy Park. We think it's the best place to work in New York City.

An Insider's view of Resident

What’s the vibe like in the office?

The NYC office is one of the best parts of the company because we are such a beautiful cast of characters. We’re a smart but fun bunch and truly like a very diverse family. It has a laid back vibe and we love to goof around with one another. Basically you want to sit with us.

Anne

People Ops Partner

How do you collaborate with other teams in the company?

We're all required to wear multiple hats here. Because we’re spread out across the globe, seeking aid in a project is a lot easier than I ever imagined. You jump on a quick call or send a Slack message. The ability to start a conversation with someone across the world and get the answer you need (and more) keeps me in awe everyday!

Susy

Manager, Social Media

How has your career grown since starting at the company?

My career at Resident has elevated beyond my expectations. Since day one (when we were just 6 in NYC) my role at the company has evolved into what I call a full-stack marketer. If you thrive in a collaborate and red-tape free environment, where breaking the standards is applauded, then you’d love working here!

Junior

Head of Programmatic & YouTube

What is your vision for the company?

Our values are the core elements that shape our vision to not only be the industry leader in our space, but to be the top best in class organization where our folks will not only have long and meaningful careers but can also give back to our community. I feel privileged to be in a company that lives and breathes this vision as our north star.

Veracelle

Chief People Officer

How do your team's ideas influence the company's direction?

Everyone at our company has a valid voice and opinion; Since we are all about testing ideas we've worked hard to create channels for feedback from team members. Ideas have directly affected product design both physical and digital as well as the marketing and creative strategy.

Scott

Chief of Staff

What are Resident Perks + Benefits

Resident Benefits Overview

We pride ourselves in providing our employees with a best-in-class package of cool benefits and perks. And best perk of all - every new hire gets a new mattress! Success starts with a restful sleep!

Culture
Volunteer in local community
Resident is proud to partner with VolunteerMatch.org to help give back to the customers and communities we love.
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
We believe every single employee is a brand ambassador. We have book clubs, monthly happy hours, team off-sites (no trust falls though) and try to eat lunch together as often as we can.
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Inclusion is one of our values and it starts at the top. We are proud to have assembled a talented and diverse team of strategic leaders across the globe.
Unconscious bias training
This is a required part of our onboarding. We've also partnered with outside DEI workshops to help us create deeper cultures of inclusivity, connectedness to make a positive impact in the world.
Diversity manifesto
Someone's primary function is managing the company’s diversity and inclusion initiatives
Diversity Employee Resource Groups
We have an internal DEI Committee with a vision of continuing to build an inclusive global workforce. We have several company goals focused on our diversity climate.
Hiring Practices that Promote Diversity
We are proud to recruit from a wide variety of hiring sources, specifically engaging in groups that have been traditionally underrepresented in recruitment globally.
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Resident employees can contribute up to $2,700 annually to their FSA.
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Discount on pet insurance via Petplan.
Wellness Programs
Team workouts
We have led company-wide Zoom fitness sessions including yoga and meditation.
Mental Health Benefits
Mental health is very important to us. We have new Wellness initiatives and partnership for physical, social and mental health. We also have Resident "Disconnect Days" to make folks take a break!
Retirement & Stock Options Benefits
401(K) Matching
Resident provides employees with a 401(k) matching plan managed by Mass Mutual. We match 100% of contributions up to 3% and 50% of contributions up to 5% of an employee's annual gross pay.
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Resident provides employees with a flexible work schedule that includes flexible start and end times.
Remote Work Program
Family Medical Leave
Return-to-work program post parental leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Free Daily Meals
Game Room
Our New York has tons of board games to stimulate our brains and to give us a fun break when we need it!
Stocked Kitchen
Sweet, salty, crunchy, and creamy. We've got them all! Plus, all kinds of coffee :)
Some Meals Provided
Resident employees get lunch on Tuesday and Thursday.
Happy Hours
Pet Friendly
Resident's pet policy is occasional bring your dog to work on Friday.
Recreational Clubs
We have re-imagined what the new office looks like in 2020. Our Slack channels have groups such as basketball and bookclubs. We also started "Resident's Got Talent" to showcase our folks!
Fitness Subsidies
We have group yoga, meditation and fitness bootcamps you can do virtually in 2020 with some wellness partnerships on the company!
Home Office Stipend for Remote Employees
We want to make sure you're set up for success at home so we give an office stipend to fit nicely with your Zoom backgrounds!
Professional Development Benefits
Job Training & Conferences
Resident offers employees professional development opportunities like the ability to attend job related conferences and seminars.
Diversity Program
Lunch and learns
Resident hosts lunch and learn meetings once per quarter.
Cross functional training encouraged
Promote from within
Mentorship program
Online course subscriptions available
Customized development tracks

Additional Perks + Benefits

Our coolest perk are our mattresses! Every new employee gets a free mattress of their choosing. We need you to have a good night's sleep!

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