Customer Support Supervisor

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 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. This position requires availability during key holidays and some weekends

About the Role:

At Resident, customer support isn’t just a department—it’s the heart of our customer experience. We’re on the hunt for a dynamic and driven Customer Support Supervisor who thrives in a fast-paced, results-oriented environment and is passionate about delivering exceptional service.

In this pivotal role, you’ll partner with our Customer Support Manager and cross-functional leaders to shape and lead a high-performing remote support team. You’ll play a key role in coaching team members, optimizing daily operations, and ensuring we not only meet but exceed our KPIs. If you’re a natural leader with a customer-first mindset and a knack for motivating teams to greatness, we want to hear from you.

What You’ll Be Doing

• 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
  
  

Qualifications & Skills

• 2+ years of experience in a high-volume contact center, preferably in a supervisory or team lead role