Part-time (temp) Customer Success Shopify Lead

| Remote
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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.

Schedule

  • 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
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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
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 culture 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 stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
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
Diversity manifesto
Someone's primary function is managing the company’s diversity and inclusion initiatives
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
Generous Parental Leave
We provide up to -6 weeks of parental leave for the primary caretaker. Acme Co. also provides 6 weeks of leave for the secondary caretaker.
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
Promote from within
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