Customer Support Operations Lead - remote

Title: Customer Support Operations Lead

Location: United States

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.

Reports To: Customer Support Supervisor

Employment Status: Exempt

Who we are:
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 (over 1 million happy sleepers and counting!), we have also launched the Dreamcloud, Awara, Level Sleep, and Sienna 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!

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 be responsible for data analysis and reporting, analyzing customer support and performance metrics, identifying trends, areas for improvement, auditing processes, and reporting to help optimize our customer support operations.

• Monitor and analyze key performance metrics, contact center metrics as well as team KPIs.
• Collaborate closely with the customer support supervisor and BPO senior lead to ensure alignment on customer support metrics, key performance indicators(KPIs), and quality standards.
• Perform daily audits of customer support interactions and processes via reports.
• Analyze data to identify trends, inefficiencies, and areas for improvement.
• Collaborate with BPO channel leads to ensure desired outcomes are being achieved.
• Ensure that support channel management is adhered to and coach to any areas of improvement with our BPO team.
• Present reports on findings and recommendations to the customer support supervisor.
• Execute the rollout of initiatives and projects cascaded from the support supervisor
• Responding to and resolving emails, and customer &agent escalations, as needed based on volume.
• Create and maintain documentation of customer support processes and procedures
• Exhibit agility by switching between data management tasks and support calls and live chats, based on operational 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:

    • High school diploma, preferred Associate’s Degree
    • 2-3 years of proven experience in a customer support or call center environment
    • Experience working with BPO partners
    • Experience in data analysis, preferably in a customer support or call center setting.
    • Strong analytical skills and experience with performance metrics.
    • Experience working with Slack, Gsuite, reporting systems such as Looker, and call center software such as Five9
    • 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
    • Ability to present complex data in a clear and actionable manner.
    • Must be able to lift up to 15 pounds to handle computer equipment

      Preferred Qualifications:

      • Knowledge of the mattress and or retail industry.
      • Familiarity with the Looker reporting system
      • Familiarity with Five9 Contact Center software

        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!

          Work Environment:

          This role involves working closely with a dynamic virtual customer support team in a fast-paced environment.

          If you reside in a state or location where pay transparency laws or regulations have been adopted please read the following: The salary for this position is $52,000 –$65,000. 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 People@residenthome.com

          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 Home participates in E-Verify.

          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.