Customer Support Operations Lead

CRAFT MEETS COMFORT.  At Resident, we believe your living space shouldn’t just look good, it should feel good. That’s why we’ve created a house of brands that focuses on quality materials, timeless style, and most importantly, comfort. Our current brands include the award-winning Nectar, DreamCloud, Awara, and Siena products and we continue to invest in new categories to broaden our offering and address our customers’ needs.

Since our inception in 2017, Resident has become one of the fastest growing, scaled, and profitable omnichannel retailers in North America. We are a disruptor in the broader home furnishings category underpinned by deep and proven expertise in data science & analytics, performance marketing, and e-commerce technology. As our business continues to grow, we are focused on building world-class retail, finance, operations, logistics, data science, performance marketing, and customer success-driven teams that thrive in a modern work environment.

At Resident, our staff is dedicated to the values of Excellence, Customer Love, Big Thinking, Inclusivity, and Forward Momentum.

To be considered for this remote opportunity, you must reside and be authorized to work within the United States. You must be able to work a flexible schedule, which includes industry standard retail holidays.

About the Role: This crucial position merges analytical skills with performance oversight to manage and improve the efficiency and effectiveness of our internal and BPO customer support functions. The ideal candidate will own and be entrusted with significant responsibilities, including data analysis, performance oversight, and strategic reporting. They will analyze customer support and performance metrics, identify key trends, audit processes, and recommend areas for improvement - all with the goal of optimizing our customer support operations.

Key Responsibilities:

• Exercise independent judgment and discretion in overseeing and evaluating key performance metrics, including contact center metrics and team KPIs, to ensure strategic objectives are met.
• Collaborating closely with the customer support supervisor and BPO senior lead to ensure alignment on customer support metrics, key performance indicators (KPIs), and quality standards.
• Conduct and critically assess daily audits of customer support interactions and processes, using discretion to identify and address significant issues.
• Analyze complex data to discern trends, inefficiencies, and areas for improvement, making informed decisions to guide strategic initiatives.
• Working with BPO channel leads to ensure desired outcomes are being achieved, using discretion to adjust strategies and drive continuous improvement. 
• Apply sound judgment in managing support channels, providing targeted coaching and addressing areas of concern within the BPO team.
• Create spreadsheets and dashboards and present findings and strategic recommendations to the customer support supervisor while influencing decision-making and organizational direction.
• Lead the rollout of initiatives and projects cascaded from the support supervisor, influencing decision-making and organizational direction. 
• Resolve high priority emails, customer issues, and agent escalations, making critical decisions based on each matter. 
• Create and maintain detailed documentation of customer support processes, ensuring that procedures are clear, consistent, and aligned with strategic priorities. 
• Use discretion in balancing high-level data management tasks with direct support interactions, prioritizing based on the significance and urgency of company needs. 

Additional Responsibilities:

• Collaborate with cross-functional teams, developing and executing strategies for real-time issue resolution.
• Assist with training and special assignments delegated by the Supervisor/Manager.
• Discuss and implement action plans to improve the overall performance of the entire team.

Qualifications/Skills:

• 2-3 years of proven experience in a customer support or call center environment
• Associate’s degree, preferred 
• Experience working in a fast-paced or start-up environment, preferred
• Ability to work autonomously and manage time and priorities effectively
• Knowledge of the mattress and or retail industry, preferred
• Experience working with cross functional partners
• Experience in data analysis, preferably in a customer support or call center setting.
• Strong analytical skills and experience with performance metrics.
• Proficient using Slack, G-Suite and reporting systems such as Looker and Five9
• Experienced in creating spreadsheets and dashboards and telling the story behind the data.
• Demonstrated experience in effectively managing and resolving escalated situations, ensuring customer satisfaction
• Proven ability to make sound decisions in high-pressure scenarios, addressing customer concerns promptly and finding resolutions that align with company policies
• Must be able to lift up to 15 pounds to handle computer equipment

What We Offer:(subject to eligibility requirements)

• Remote-first workplace (since 2016!)
• Competitive pay.
• Health, Vision & Dental Insurance.
• HSA company contributions.
• 401K with a company match component.
• Generous Paid Time Off.
• Wellness benefits.
• WFH office and cell phone/internet stipend.
• A FREE MATTRESS plus an awesome Friends and Family discount!

If you reside in a state or location where pay transparency laws or regulations have been adopted, please read the following: The hourly pay for this position is $20.80 - $28.00. We carefully consider a wide range of compensation factors, including your background, skills, qualifications, experience, geographic location and other non-discriminatory factors. These considerations can cause your compensation to vary. Additionally, this role might be eligible for discretionary bonuses or commission payments]. For more information regarding the pay range applicable for this position, please contact us at [email protected]

We are proud to be an equal opportunity employer. All qualified applicants will receive consideration without regard to race, color, ancestry, sex, religion, gender, gender identity or expression, sexual orientation, marital status, national origin, citizenship, genetics, disability, age, veteran status or other characteristics.

Resident is proud to be a Remote-first company and maintains policies to support our unique flexible work location culture. However, there are a few important parameters to our work-from-home-culture: While we currently employ Residents in over 30 US states and 3 countries, if you are hired, you may be restricted to working from the state or country in which you currently reside, unless the state or country to which you plan to relocate is one in which we already operate and no other restrictions apply to the role. As with anything, we encourage an open dialogue about your current location and potential desired relocation during the interview process and upon hire, if applicable, and the extent any other restrictions apply to a particular role. We reserve the right to deny relocation requests post-hire for any reason.

Resident Home participates in E-Verify.