Customer Support Supervisor, Resident
$60-64k
+ Annual bonus potential
Mattress and home furnishings retailer
Be an early applicant
Mattress and home furnishings retailer
501-1000 employees
Be an early applicant
$60-64k
+ Annual bonus potential
501-1000 employees
Company mission
To create and sell inspiring home improvement products, giving consumers better access to great new items that fill them with joy.
Role
Who you are
- If you’re a natural leader with a customer-first mindset and a knack for motivating teams to greatness, we want to hear from you
- 2+ years of experience in a high-volume contact center, preferably in a supervisory or team lead role within e-commerce or a DTC (direct-to-consumer) environment
- Proven leadership and people management abilities, with strong emotional intelligence and a track record of coaching and motivating remote teams
- Exceptional communication skills, both written and verbal, with the ability to resolve issues efficiently while maintaining a customer-first tone
- Self-starter with a strong sense of ownership, comfortable working independently in a remote setting and driving team performance without constant oversight
- Adaptable and agile, able to pivot quickly and manage competing priorities in a fast-paced, ever-evolving environment
- Tech-savvy and comfortable with digital tools, with strong computer literacy and experience using platforms like Google Workspace and Slack
- Analytical with experience with PowerBI and Looker, preferred, or similar
- Experience or knowledge in the mattress or home goods industry is a plus, but not required
What the job involves
- At Resident, customer support isn’t just a department—it’s the heart of our customer experience
- We’re on the hunt for a dynamic and driven Customer Support Supervisor who thrives in a fast-paced, results-oriented environment and is passionate about delivering exceptional service
- In this pivotal role, you’ll partner with our Customer Support Manager and cross-functional leaders to shape and lead a high-performing remote support team
- You’ll play a key role in coaching team members, optimizing daily operations, and ensuring we not only meet but exceed our KPIs
- Collaborating with leadership to design, implement, and continuously refine departmental standards, processes, and best practices that drive performance and customer satisfaction
- Partnering with both internal and external BPO leaders to ensure service levels (SLs), customer experience metrics, and business goals are consistently met or exceeded
- Overseeing and enhancing the post-purchase customer journey by ensuring consistent execution of customer support processes that build long-term customer relationships
- Leveraging data and performance metrics to make strategic decisions and recommendations that improve team performance and customer outcomes
- Monitoring and evaluating customer interactions across multiple channels (phone, email, SMS, and chat) to ensure quality, consistency, and brand alignment
- Coaching and developing team leads, SMEs, and support specialists through regular feedback, performance reviews, and targeted training initiatives
- Administering performance management, including corrective action when necessary, while maintaining fairness and alignment with HR policies
- Ensuring adherence to all support policies, procedures, and compliance standards
- Mentoring and empowering team members to take ownership of the customer experience and drive positive resolutions
- Creating a culture of accountability, inclusion, and continuous improvement, where team members are encouraged to grow and excel
- Managing day-to-day team operations, tracking performance metrics such as SLs, CSAT, AHT, and other key KPIs
- Collaborating cross-functionally with Product, CX, Ops, and other departments to ensure consistency in communication, processes, and customer outcomes
- Escalating customer insights, recurring issues, and product feedback to upper management to inform broader business strategies
- Championing Resident’s core values: Excellence, Customer Love, Big Thinking, Inclusivity, and Forward Momentum
- Leading initiatives aimed at reducing cancellations and improving retention through proactive customer engagement strategies
- Working closely with Quality and Training teams to align on scoring criteria and agent development plans, using CSAT and QA insights to improve team effectiveness
- Analyzing trends in cancellations, returns, and satisfaction data to develop actionable strategies that improve customer experience and team performance
- Taking on additional leadership responsibilities and projects as needed to support departmental and company-wide objectives
Our take
When somebody purchases a new home, they will have to browse across a vast range of retailers to prepare their house for comfortable living. This will often start with essentials such as bedding, but upon purchase, the customer will move on to focus on furnishing a different area of their property.
Resident provides a marketplace for the purchase of digitally native mattress brands in addition to other home products. For example, upon purchasing a mattress from the company, data is collected from the transaction and applied to recommend additional home products with a focus on premium quality and value.
The company has taken a unique approach to home product sales by focusing its brand on a specific product, which it can then use to gain insights into a customer and thus recommend other products. Its acquisition by Ashley Home provides Resident with ample opportunity to grow upon this idea, fostering expansion in its direct-to-consumer and wholesale businesses.
Freddie
Company Specialist at Welcome to the Jungle
Insights
11% employee growth in 12 months
Company
Funding (last 2 of 4 rounds)
Jan 2021
$130m
SERIES B
Jan 2020
$12.5m
EARLY VC
Total funding: $169.2m
Company benefits
- Remote-first workplace
- Annual bonus potential
- Health, Vision & Dental Insurance
- HSA company contributions
- 401K with company match component
- “Take what you need” PTO
- Wellness benefits
- WFH office and cell phone/internet stipend
- A FREE MATTRESS plus an awesome Friends and Family discount!
Company HQ
Walnut, CA
Leadership
Eric Hutchinson
(Co-Founder)Having started their career as an Analyst at netLibrary and Providian Financial, they worked for a year at Washington Mutual Card Services and PayPal. They've also co-founded Home Value Protection, Madison Reed and DreamCloud.
Ran Reske
(Co-Founder)They worked as an EY Consultant for 2 years prior to 3 years as a Citigroup Analyst. They spent 6 years at Norwest Venture Partners before leaving in October 2015 to co-found Resident.
Craig Schmeizer
(Co-Founder)Co-Founder, Co-CEO and Co-Chairman of Finovance. Was a Payments Consulting Director for 3 years and had VP roles at HSBC, New York Life Insurance, Providian Financial, and JPMorgan Chase.
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