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 Full- Time, Remote, Work from Home opportunity in the United States. Must be available to work Monday-Friday 7am-4pm PST, with the flexibility to work weekends and key holidays. Additionally, you must have a dedicated quiet work space to be considered for this role.**

Responsibilities

• Live and breathe a Customer First mindset
• Collaboration with cross functional teams to develop strategies and initiatives to help improve customer and agent experience
• Comfortable building your team up through QA and coaching but doesn’t shy away from difficult conversations
• Monitor SLAs, AHT, CSAT and other customer service acronyms in conjunction with management to ensure effective and efficient execution
• Monitors and tracks team performance ensuring prompt resolution times and positive customer sentiment
• 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
• Comfortable engaging non-stop throughout your shift with customers and agents 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 via phone, chat and email
• Willingness to participate by video chat on all internal team meetings
• 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

• 2-3 years Supervisory experience required
• Great team building and interpersonal skills with the ability to bring an upbeat, professional and respectful approach to internal and external customers
• Familiarity with key service metrics 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
• Excellent written and spoken English
• Flexibility and willingness to grow by building on existing knowledge and consistently striving for excellence
• Comfortable and familiar with working from home and being a self-starter. Experience in a startup, DTC, or e-commerce environment a plus
• Strong computer literacy with the ability to quickly learn and adapt to new platforms
• Experience/proficiency in programs such as Kustomer, Chat Tools, Zendesk, Google Suite, Slack
• Blazing fast internet connection in your zen work sanctuary