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SalaryCRAFT 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 customer's 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
About the Role:
Resident is looking for an experienced Customer Experience Trainer to join our team and play a pivotal role in enhancing our customer journey. As a key contributor, you will collaborate with multiple departments to empower our specialists in providing a consistently exceptional Customer Experience. The ideal candidate will be comfortable getting up-to-speed quickly on our process systems, tools, technology, and possess strong communication skills, and be adept at conveying a wealth of information effectively over platforms like Zoom and Google. Great at explaining the WHYs! We seek someone with a proven history of delivering results, who is organized, logical, and people-focused.
What You’ll Be Doing:
- Develop, maintain, and improve the Customer Experience training materials, methods, and resources for our Customer Success team in alignment with the needs and objectives of CSAs, Sales Specialists, and Customer Success leadership
- Conduct engaging and effective training sessions for CSAs and Sales Specialists throughout their employment journey to support continuous learning, growth, and development
- Monitor and evaluate training effectiveness, making continuous improvements based on feedback and performance metrics
- Collaborate with various departments including but not limited to Sales, Support, and Quality Management to understand customer-centric data and insights and drive enhancements to our Customer Experience journey
- Serve as a subject matter expert on products, processes, and the complete CS tech stack, so that you may work to continuously improve processes, drive efficiencies, and enhance the customer and sales experience
- Actively engage as a team player and foster team synergy by being a champion and an ambassador of our Resident core values: Excellence, Big Thinking, Inclusivity, Customer Love and Forward Momentum Skills:
- Committed to elevating the Customer Experience for both our external and internal customers through innovation, continuous learning, and excellence
- A strong willingness to embrace and adjust to ongoing shifts and demands in the business while maintaining a positive outlook
- Capability to foster an inclusive culture that encourages collaboration and forward-thinking
- An exceptionally self-motivated individual who enjoys identifying problems and swiftly implementing solutions Strong written and verbal communication skills, enabling seamless communication across all organization levels, whether lateral, upward, or downward
- Strong interpersonal skills that cultivate effective work relationships
- Strong project management and organizational skills, with the ability to independently manage multiple projects in a fast-paced, dynamic environment
- Ability to synthesize data to uncover trends and areas of opportunity
Skills/Qualifications:
- 3+ years overall sales/retention experience with proven results exceeding key performance metrics
- 2+ years of training experience, preferably in a Sales/Retention contact center environment, including significant exposure to conducting training remotely
- Ability to synthesize and communicate complex information in a clear, kind, and effective manner
- Previous experience collaborating across functions to enhance business operations within a support, sales, and/or contact center team
- Demonstrated ability to manage multiple projects/tasks at once and prioritize effectively Proven experience as a trainer with demonstrated ability to leverage adult learning techniques
- Proven history of improving sales and/or retention performance through training and coaching
- Proven track record of working autonomously and efficiently working from home, delivering results with minimal oversight
- Proficient in instructional design and training delivery methodologies
- Previous experience using an LMS such as Lessonly, Brainshark, Bridge, WorkRamp
- Experience/proficiency in programs such as Five9, Kustomer, Chat Tools, Zendesk, Google Suite, Slack
What We Offer (subject to eligibility requirements):
- Remote-first workplace (since 2016!)
- Competitive Salary
- Health, Vision & Dental Insurance
- HSA company contributions
- 401K with company match component
- Take what you need Paid Time Off
- Wellness benefits
- WFH office and cell phone/internet stipend
- A FREE MATTRESS plus an awesome Friends and Family discount!
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 $50,400 - $68,000. 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
Resident is a privately-held company headquartered in San Francisco, CA, with offices in New York City, London, Tel Aviv, and manufacturing operations in Jeffersonville, IN. Learn more at: https://www.residenthome.com
Resident is committed to a policy of equal employment opportunity, and will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin, ancestry, sex, gender, age, physical or mental disability, veteran or military status, genetic information, sexual orientation, gender identity, gender expression, marital status, or any other legally recognized protected basis under federal, state, or local law.
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.
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Resident Home participates in E-Verify.
