Part-time (temp) Customer Success Shopify Lead at Resident

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Resident is the 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!

Resident Home has an exciting opportunity for a part-time contract role as Customer Success Shopify Lead with Awara Sleep.  Awara Sleep, Resident’s award-winning and organic first brand, is a part of the fastest growing online mattress brand portfolio in the U.S.

The Customer Success Shopify Team Lead will be responsible for ensuring that the customer advocates adhere to all company policies and job requirements for Awara Sleep. The role is also responsible for coaching, guiding and being accountable for the overall success of the customer success advocates for Awara Sleep specifically, The Customer Success Shopify Team Lead’s goals revolve around all aspects of the customer’s experience with a focus on ensuring a successful relationship with our customers throughout the customer life and sales cycle via all live channels (phone, email and chat). The Customer Success Shopify Lead ensures advocates can be a one-call/touch solution for all customers, new or existing.  The Customer Success Shopify Lead is also a problem solver, offers a high touch, customer-centric experience as well as nurtures a positive work environment. This unique opportunity is also a remote, work from home position.

This is a remote, part-time contract (60 day) role and will require approximately 20 hours per week.


  • We are open 365 days a year.  Our business hours are 6am - 9:30pm PST/ 9am- 12:30am EST. Our schedules are based on timezone and on company needs.
  • Currently, this is a weekday, daytime role.
  • Flexibility is necessary in the event that nights and weekends are needed.

What You'll Need

  • Minimum 2 years + customer service experience/B2C sales experience (retail or e-commerce). Shopify background is a definite plus.
  • Minimum 2 years+ supervising or managing people in a fast-paced environment.
  • Comfortable and confident with solving high level escalations.
  • Excellent communication and interpersonal skills.
  • Experience meeting or exceeding personal and team metrics/ sales goals (KPIs)- including identifying & reporting key metrics.
  • Collaboration across multiple departments as necessary for brand growth.
  • Experience working in a fast paced environment (startups a plus).
  • Entrepreneurial spirit, can pivot and grow as the company continues to grow.
  • Resourceful and creative problem solver.
  • Ability to work a flexible schedule, including some weekends, evenings, and key holiday dates.
  • Ability to work remotely with a high level of personal responsibility, comfortability with creating & implementing processes (self-starter).
  • Can comfortably navigate multiple platforms with a preference of experience with Shopify, chat tools, Zendesk, Kustomer, Slack, Gorgias, and other web-based platforms a plus.

What You'll Gain

  • Experience working in a fast- paced growing start-up with some of most talented minds in the DTC world.
  • Strong company, best in class culture experience in a fully distributed model.
  • Experience with eCommerce.
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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


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.


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!


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!


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.


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.


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!

Volunteer in local community
Resident is proud to partner with 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
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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