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 Retention Manager oversees the Resident Customer Success Retention team which conducts outbound calls, fields both inbound calls and emails from customers' return and cancellation inquiries both pre and post delivery. The Retention Manager will work closely with senior management to help continuously improve and build on Resident’s proprietary retention management platform, driving decisions through data and customer happiness. Through development of Retention KPIs, this role will be responsible for driving continuous improvement in retention metrics to ensure best in class performance. The Retention Manager is responsible for customer retention throughout the order lifecycle. *

*This is a Remote, Work From Home Position. Expected hours are 7a-4p PST, Monday-Friday. Weekends and Holidays may be required. You must have a quiet, dedicated workspace.**

Responsibilities

• Maintain and improve customer retention for both pre-delivery cancellation and post delivery returns
• Manage team productivity, metrics and KPIs specific to Retention OKRs. Communicating any trends and/or outliers to leadership
• Feels at ease working closely with the senior leadership and product management teams on continuous improvements of workflows and agent UX
• Oversee customer retention via proactive outreach, inbound inquiries for cancellation requests, returns and any other order management related issues
• Be a role model for 2-3 direct reports and the overall team. Lead by example through our core values of Excellence, Customer Love, Big Thinking, Inclusivity, and Forward Momentum
• Works as a key partner with senior leadership to help improve our proprietary retention platform, working with our data and product teams to continually improve output
• Ensure effective QA and coaching for team members is completed on a regular basis
• Encourage team engagement and build a positive team culture
• Collaboration with cross functional teams to develop and execute strategies and initiatives to help improve the customer and agent experience while increasing retention rate
• Work with leads and supervisors to ensure retention support agents meet and exceed monthly and quarterly goals by effectively working with coaches and trainers to improve any training gaps
• Responsible for managing the employee life cycle to include hiring, training, and ongoing development. Always looking to improve employee retention rate
• Continue to develop job skills by participating in educational opportunities, speaking to industry professionals, and looking for new challenges

Requirements

• 3+ years managing people and processes in a sales, support or retention role
• Experience managing a team of 10+ indirect reports and 3+ direct reports
• Comfortable engaging and communicating with all levels including senior leadership (C-Suite), direct reports and overall team
• Experience working in a metrics and data driven environment and have proven ability to drive improvements to SLAs, CSAT and NPS
• Ability to identify workflow and platform experiences within CS tools
• Exceptional verbal and written communication skills
• Flexibility and willingness to grow by building on existing knowledge and consistently striving for excellence. Demonstrates adaptability, flexibility, innovation and resilience, and the ability to learn from experience and setbacks
• Comfortable and familiar with working from home and being a self-starter. Ensuring the necessary technical requirements are met
• Experience in a startup, DTC, call center or e-commerce environment is a plus
• Strong computer literacy with the ability to quickly learn and adapt to new platforms
• Experience/proficiency in programs such as Kustomer, Chat Tools, Zendesk, Google Suite, Slack
• Blazing fast internet connection in your zen work sanctuary

We are proud to be an equal opportunity employer. All qualified applicants will receive consideration without regard to race, color, ancestry, sex, religion, gender, gender identity or expression, sexual orientation, marital status, national origin, citizenship, genetics, disability, age, veteran status or other characteristics.

We are proud to be an equal opportunity employer. All qualified applicants will receive consideration without regard to race, color, ancestry, sex, religion, gender, gender identity or expression, sexual orientation, marital status, national origin, genetics, disability, age, veteran status or other characteristics.