Next Level Customer Advocate (Tier 2)

| Greater NYC Area
Resident is an industry-leading startup in the Direct-to-Consumer mattress and home furnishings category. Since our founding of the award-winning Nectar Sleep in 2016, we have since launched additional new brands with the same mission of making inspiring products people love coming home to. 
Every part of our company is built around growth, experimentation and velocity. If you believe in the importance of data-driven decision making, naturally curious and possess a truly customer-centric orientation, we might just be the right company for you!
As a Tier 2 Next Level Customer Advocate you will be handling inbound calls, chats, and email tickets in an omni-channel and multitasking environment. You will be responsible for being a Subject Matter Expert in de-escalating, retention, and sales; as well as a Brand Ambassador for our products and services.
Candidates must be available to work any FT scheduled shift given between the hours of 12:45PM - 9:15PM PST / 3:45PM-12:15AM EST SUN-SAT (with 2 days off weekly). We are open 365 days a year. Expect to work key holidays & weekends. This is a remote position with the expectation of having a dedicated and quiet home workspace.

Responsibilities:

  • Help solve escalated issues through phone, email, or chat (simultaneously)
  • Troubleshoot, investigate, and create detailed notes in our admin system
  • Provide follow up calls to customers to troubleshoot issues as necessary
  • Actively collect insights from customers and focus on closing the communication loop by providing product feedback 
  • Provide timely updates regarding new trends in support issues
  • Develop and document best practices to enhance troubleshooting processes
  • Drive business growth and revenue by assisting with any sales inquiries or opportunities to cross sell/upsell
  • Have a strong focus on retention by creating opportunities and options for customers interested in cancelling/returning orders
  • Be a Subject Matter Expert/Brand Ambassador for all our products
  • Continue to build on an already strong CS team culture

Requirements:

  • A minimum of 2+ years of customer support, sales, de-escalation and retention experience
  • The ability to troubleshoot and problem solve on your own
  • Have experience handling a high volume of tickets
  • High School Diploma or equivalent
  • Excellent written and spoken English
  • Strong written communication skills that give you the ability to explain sometimes-complex instructions coherently
  • 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
  • Strong conflict resolution, sales, and de-escalation skills
  • Strong computer skills with the ability to type at approximately 50+ WPM (ideally)
  • Developed skills and refined strategies to turn requests for cancellations and returns into saves and sales opportunities to increase revenue
  • Innately sales driven while keeping in mind the true value of the customer

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Location

Our office is in the heart of Flatiron, right near Madison Square Park and Gramercy Park. Great restaurants, bars, gyms, and shops are just steps away

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

Culture
Partners with Nonprofits
Friends Outside of Work
Eat Lunch Together
Open Door Policy
Team-Owned Deliverables
Group Brainstorming Sessions
Open Office Floor Plan
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
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
Flexible Work Schedule
Resident provides employees with a flexible work schedule that includes flexible start and end times.
Remote Work Program
Family Medical Leave
Employees who have been with the company for 12 months are eligible for 12 weeks of family medical leave.
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
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.
Professional Development Benefits
Job Training & Conferences
Resident offers employees professional development opportunities like the ability to attend job related conferences and seminars.
Lunch and Learns
Resident hosts lunch and learn meetings once per quarter.
Cross Functional Training Encouraged
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