Customer Support Supervisor

Resident; United States; Remote; USD 60,000 - 64,000; Full time

Job summary

A leading company in the home goods industry is seeking a Customer Support Supervisor to lead a remote team. The ideal candidate will excel in a fast-paced environment, ensuring customer satisfaction and operational excellence. Responsibilities include coaching team members, optimizing processes, and monitoring performance metrics. This remote-first role offers a competitive salary and a range of benefits including health insurance and generous PTO.

Benefits

Remote-first workplace

Health, Vision & Dental Insurance

401K with match

Take what you need PTO

Wellness benefits

Work-from-home stipend

Free mattress and employee discount

Qualifications

• 2+ years in a high-volume contact center, preferably in e-commerce.
• Proven leadership and remote team management skills.

Responsibilities

• Design and refine departmental standards and processes.
• Coach and develop team leads and support staff.
• Monitor customer interactions to ensure quality.

Skills

Leadership

Communication

Adaptability

Tech-savvy

Tools

Google Workspace

Slack

PowerBI

Looker

Job description

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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 focusing on quality materials, timeless style, and comfort. Our current brands include Nectar, DreamCloud, Awara, and Siena, with ongoing investments in new categories.

Since 2017, Resident has become a leading omnichannel retailer in North America, leveraging expertise in data science, marketing, and e-commerce technology. We are building world-class teams in retail, finance, operations, logistics, data science, marketing, and customer success, fostering a modern work environment.

Our core values are 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. Availability during key holidays and some weekends is required.

About The Role

Customer support is at the heart of our customer experience. We seek a Customer Support Supervisor who thrives in a fast-paced environment and is passionate about service excellence.

You will partner with the Customer Support Manager and cross-functional leaders to lead a high-performing remote team, coach team members, optimize operations, and exceed KPIs. If you are a natural leader with a customer-first mindset, we want to hear from you.

What You’ll Be Doing

• Design and refine departmental standards, processes, and best practices to drive performance and satisfaction.
• Partner with internal and external BPO leaders to meet service levels, customer experience metrics, and business goals.
• Oversee the post-purchase customer journey, ensuring consistent support processes that foster long-term relationships.
• Use data and performance metrics to make strategic decisions for team and customer improvements.
• Monitor customer interactions across channels to ensure quality and brand consistency.
• Coach and develop team leads and support staff through feedback and training.
• Manage performance, including corrective actions, aligned with HR policies.
• Ensure compliance with support policies and standards.
• Mentor team members to own the customer experience and resolve issues positively.
• Create a culture of accountability, inclusion, and continuous improvement.
• Track performance metrics like SLs, CSAT, AHT, and KPIs.
• Collaborate with other departments to ensure consistent communication and processes.
• Escalate customer insights and recurring issues to inform strategies.
• Champion Resident’s values: Excellence, Customer Love, Big Thinking, Inclusivity, and Forward Momentum.
• Lead initiatives to reduce cancellations and improve retention.
• Work with Quality and Training teams to improve team effectiveness using CSAT and QA insights.
• Analyze trends to develop strategies for customer and team improvement.
• Take on additional leadership projects as needed.

Qualifications & Skills

• 2+ years in a high-volume contact center, preferably in e-commerce or DTC environments, with supervisory experience.
• Proven leadership and remote team management skills.
• Excellent communication skills, both written and verbal.
• Self-motivated with a strong ownership mindset, capable of working independently.
• Adaptable and agile in managing priorities.
• Tech-savvy, proficient with digital tools like Google Workspace and Slack.
• Experience with PowerBI, Looker, or similar analytics tools is preferred.
• Knowledge of the mattress or home goods industry is a plus but not required.

What We Offer

• Remote-first workplace
• Competitive salary: $60,000-$64,000, with potential bonuses or commissions
• Annual bonus potential
• Health, Vision & Dental Insurance
• HSA contributions
• 401K with match
• “Take what you need” PTO
• Wellness benefits
• Online training resources
• Work-from-home stipend
• A free mattress and employee discount

Salary details vary based on experience, location, and other factors. For more info, contact us at [e-mail].

Resident is committed to equal employment opportunity and maintains a diverse, inclusive workplace. We support flexible work arrangements but may restrict remote work based on location and company policies.

Resident Home participates in E-Verify.