About the job
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 (with over 1 million happy sleepers and counting), we have also launched the Dreamcloud, Awara and Level Sleep 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!
The General Support Supervisor - BPO will work closely with the General Support Manager- BPO to support our inbound support team. They will help identify trends, issues and gather data to ensure that our BPO partners maintain Resident’s standards and expectations.
- This is a Remote, Work From Home Position. Expected hours are 8a-5p PST, Sunday-Thursday. Weekends and Holidays may be required. You must have a quiet, dedicated workspace.**
- Be a subject matter expert for general support agents and BPO leads in real time
- Assist with questions in regards to product features, policy, and operational processes to help agents facilitate and ensure appropriate customer resolution
- Side by side coaching and real-time assistance with BPO SMEs, Leads, and Trainers via Slack and/or video hangout
- Collaborate with BPO manager and cross functional teams to ensure execution of ongoing skill development and training of general support agents
- Daily collaboration with Workforce Management Specialists to ensure proper staffing to meet SLAs, AHTs and productivity metrics
- Collaborate with cross functional teams to develop and execute strategies and initiatives to help agents resolve real-time customer questions and concerns
- Share best practices for providing best in class customer service
- Drive results by engaging, motivating and providing constructive feedback to team members
- Communicate any customer sentiment trends or issues to the BPO Manager
- Help drive and cultivate a strong and healthy team culture with our BPO partner
- Real-time interaction monitoring of calls, emails, chats to identify customer experience opportunities
- Attend weekly BPO business meetings
- 1-2 years of people management experience + 1-2 years of B2B or DTC sales experience in a call center or remote environment
- Great team building and interpersonal skills with the ability to bring an upbeat, professional and respectful approach to internal and external customers
- Familiarity with key service metrics and have proven ability to drive improvements to SLAs, CSAT and NPS
- Well-organized, with a high attention to detail and ability to prioritize and time manage for successful execution
- Must demonstrate logical thinking, strong analytical and problem solving skills to critically and creatively resolve customer concerns in a timely manner
- Excellent written and spoken English
- Flexibility and willingness to grow by building on existing knowledge and consistently striving for excellence
- Comfortable and familiar with working from home and being a self-starter. Experience in a startup, DTC, or e-commerce environment a plus
- Strong computer literacy with the ability to quickly learn and adapt to new platforms
- Experience/proficiency in programs such as Kustomer, Chat Tools, Zendesk, Google Suite, Slack
- Blazing fast internet connection in your zen work sanctuary
