Customer Support Supervisor

Summary

Join Resident, a rapidly growing omnichannel retailer, as a Customer Support Supervisor! In this remote role, you will lead and mentor a high-performing team, optimizing daily operations and exceeding KPIs. Collaborate with leadership to refine departmental standards and processes, ensuring exceptional customer service across multiple channels. Leverage data to make strategic decisions, coach team members, and maintain a culture of accountability and continuous improvement. You will also manage day-to-day team operations, track key performance metrics, and collaborate cross-functionally to ensure consistent communication and customer outcomes. This role requires strong leadership, communication, and analytical skills, along with experience in a high-volume contact center environment. The position offers a competitive salary, benefits, and a remote-first work environment.

Requirements

• 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

Responsibilities

• 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

Preferred Qualifications

• 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

Benefits

• Remote-first workplace (since 2016!)
• Competitive salary
• Annual bonus potential
• Health, Vision & Dental Insurance
• HSA company contributions
• 401K with company match component
• ���Take what you need” PTO
• Wellness benefits
• Online learning resources & training
• WFH office and cell phone/internet stipend
• A FREE MATTRESS plus an awesome Friends and Family discount!