Customer Support Operations Lead
Remote (USA)
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:
Additional Responsibilities:
Qualifications/Skills:
What We Offer:(subject to eligibility requirements)
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 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 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.