Customer Success Team Lead

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 Customer Feedback Lead is responsible for monitoring and coaching customer feedback specialists in real-time with navigating customer outreach via phone and email with a balanced approach to business results and customer happiness. This includes monitoring, coaching, training, and performing Quality Assurance reviews to address submitted customer feedback and ensure best in class customer experience is delivered.

**This is a Remote, Work From Home Position. Expected hours are 8a-4:30p PST, Monday-Friday. Weekends and Holidays may be required. You must have a quiet, dedicated workspace.**

Responsibilities:

• Engages with customer feedback specialists in real-time to help them address submitted customer concerns, reduce negative customer sentiment and drive proactive outreach to improve the customer experience
• Oversee day-to-day workflow of customer feedback specialists to meet or exceed SLAs, AHT, CSAT, and other customer service metrics. Communicating any trends and feedback to leadership
• Collaborate with cross functional teams, coaches and trainers to develop and execute strategies and initiatives to help agents resolve real-time customer questions and concerns to improve customer satisfaction and reduce customer escalations
• Completes thorough and timely quality assurance assignments for customer feedback specialists
• Provides coaching and guidance to agents in a group and/or individual settings to improve team performance and achieve team goals
• Proactively identifies, reviews, analyzes and takes action on customer interactions that could lead to negative sentiment and potential negative reviews
• Handles escalated customer interactions as needed via phone and email
• Multi-tasks on a variety of web based tools simultaneously to efficiently and effectively ensure timely outreach to submitted customer reviews
• Creates a sense of urgency amongst team members to address any customer concerns within set service levels
• Multi-tasks on a variety of web based tools simultaneously to efficiently and effectively address customer inquiries
• Be a role model for customer feedback specialists and lead by example through our core values of Excellence, Customer Love, Big Thinking, Inclusivity, and Forward Momentum
• Engages non-stop throughout your shift with your team to promote a fun, customer-centric environment and strong team culture
• Remains up-to-date on key workflow changes, as well as guidelines and policy/procedures.

Requirements:

• 3 Years Experience as a Customer Service Agent or 1 years as a Lead in a fast-paced Customer Success/Experience call center or remote environment
• Experience in a startup, DTC, or e-commerce environment a plus
• Excellent written and spoken English
• Strong computer literacy with the ability to quickly learn and adapt to new platforms
• Comfortable and familiar with working from home and being a self-starter.
• Great team building and interpersonal skills
• Must demonstrate logical thinking, strong analytical and problem-solving skills to critically and creatively resolve customer concerns
• Experience/proficiency in programs such as Kustomer, Chat Tools, Zendesk, Google Suite, Slack
• Proficient in key service metrics and can speak to the importance of things like SLA, AHT, CSAT, ACW, etc
• The ability to bring an upbeat, professional and respectful approach to internal and external customers