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!

The Senior Customer Service Manager is responsible for cultivating and maintaining strong internal and external relationships in order to achieve best in class customer service. The Senior Customer Service Manager will oversee our General Support, Service Recovery, and Retention teams. Responsible for strategic planning, goal setting, managing initiatives and building talent.

**This is a Remote, Work From Home Position. Expected hours are 7a-4p PST. Weekends and Holidays may be required. You must have a quiet, dedicated workspace.**

Responsibilities

• Be a role model for 3-4 direct reports and the overall team. Lead by example our core values of Excellence, Customer Love, Big Thinking, Inclusivity, and Forward Momentum
• Manage Day-to-Day operations through team managers and supervisors
• Communicating customer sentiment trends, troubleshooting customer issues, handling escalated customer calls and daily team administrative functions
• Uses a sense of urgency and critical thinking to resolve any customer issues
• Collaborate with workforce management analysts to ensure proper staffing and scheduling to meet business needs
• Review QA and coaching feedback to report back trends and business concerns
• Encourage team engagement
• Collaboration with cross functional teams to develop strategies and initiatives to help improve the customer and agent experience at all touch points
• Work with supervisors and managers to ensure agents meet and exceed monthly and quarterly goals by effectively working with coaches and trainers to improve any training gaps
• Manage the employee life cycle to include hiring, training, and ongoing development. Always looking to improve employee retention rate
• Review tracked productivity, SLAs, AHTs and CSAT of team
• Continue to develop job skills by participating in educational opportunities, speaking to industry professionals, and looking for new challenges
• Ensures EOM Save Validations are completed accurately and timely

Requirements

• 5+ years successful role as a manager or 2 years as a senior manager in a fast-paced Customer Success/Experience call center or remote environment
• Excellent written and spoken English
• Comfortable engaging and communicating with all levels including senior leaders, CEO/COO/CFO
• Proven and demonstrated ability to build great relationships, with the ability to bring an upbeat, professional and respectful approach to internal and external customers
• Experience working in a metrics and data driven environment and have proven ability to drive improvements to SLAs, CSAT and NPS
• Must demonstrate logical thinking, strong analytical and problem solving skills to critically and creatively resolve customer concerns
• Flexibility and willingness to grow by building on existing knowledge and consistently striving for excellence
• Demonstrates adaptability, flexibility, innovation and resilience, and the ability to learn from experience and setbacks
• Comfortable and familiar with working from home and being a self-starter. Experience in a startup, DTC, or e-commerce environment a plus
• Experience/proficiency in programs such as Kustomer, Chat Tools, Zendesk, Google Suite, Slack
• Blazing fast internet connection in your zen work sanctuary