Sales Lead at Resident

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Shift: 10:00am - 12:00pm, open to working Weekends and key Holidays. 

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. We believe in being:

CUSTOMERS FIRST

We love numbers, but we’re obsessed with customer satisfaction. Their happiness is always our number one goal.

DATA-DRIVEN

The proof is in the data. At Resident, we look to real-time analytics to continually improve our products and customer experience.

PRODUCT FOCUSED

The best products at the best prices. A beautiful home should be comfortable, high-quality, and most of all attainable.

We’re not here to reinvent the wheel, we’re here to make it spin faster. Our team has decades of experience in the D2C space. We use that expertise to create brands that consistently outperform and challenge the status quo. If you'd like to be a part of our team as we continue to be a leader in e-commerce disruption, please reach out to learn more.

This is a fully remote position. To be considered for this opportunity you must reside within and have the right to work in the United States.

About the Role

The Sales Lead works directly with the Sales Manager to lead the Resident direct-to-consumer Sales team to help our customers in their pre-purchase journey via inbound phone, email, and chat channels. This is an outstanding sales opportunity for an experienced sales lead who is excited to help ensure our customers get their best night of sleep!

What you'll be doing:

  • Live and breathe a Customer First mindset
  • Subject matter expert for sales agents in real time in order to help address. product features, policy and operational processes to help agents facilitate and close sales
  • Deliver real-time hands-on coaching for sales agents
  • Collaborate with sales leadership to ensure execution of ongoing sales development and training to the team of sleep experts.  Ensure sleep experts provide the best customer experience while becoming top earners
  • Collaborate with WFM to ensure that SLAs, AHTs and productivity metrics are being met
  • Collaborate with cross functional teams to develop, and execute strategies and initiatives to help agents resolve real-time customer questions and concerns
  • Share best practices when it comes to inside sales and closing effectively
  • Drive results by engaging, motivating, and providing constructive feedback to team members
  • Be a ‘mattress and sleep expert’
  • Monitor and post leaderboard and sales activity daily to help drive agents to their monthly sales goals
  • Communicate effectively with leadership on trends, feedback, product issues, coaching opportunities, customers needs & any product requests
  • Help drive and cultivate a strong and healthy sales culture for the team, that keeps sales agents engaged and motivated to reach target business goals
  • Multi-task on a variety of web based tools simultaneously to efficiently and effectively get it done
  • Willingness to participate by video chat on all internal and external team meetings
  • Get excited to come to work every day - bring your best self, be a great team member and get to know fellow employees located around the world!

Qualifications:

  • 1-2 years of people management experience + 1-2 years of B2B or DTC sales experience in a call center or remote environment
  • Comfortable with key sales and service metrics and can speak to the importance of things like SLA, AHT, CSAT, ACW, AOV, conversion rates, up-sell rates, etc.
  • Great team building and interpersonal skills with the ability to bring an upbeat, professional and respectful approach to internal and external customers
  • Well-organized, with a high attention to detail and ability to prioritize and time manage for successful execution
  • A demonstrated ability to listen to customer needs, leverage Feature/Benefit and emotion based selling techniques to identify the best products for each individual
  • Excellent written and spoken English
  • Comfortable and familiar with working from home and being a self-starter, experience in a startup, DTC, or e-commerce environment a plus
  • Strong computer literacy with the ability to quickly learn and adapt to new platforms
  • Tech savvy with the ability to type at approximately 50+ WPM (ideally)
  • Experience/proficiency in programs such as Kustomer, Chat Tools, Google Suite, Slack
  • Blazing fast internet connection in your zen work sanctuary
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. 

#LI-REMOTE 

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Technology we use

  • Engineering
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An Insider's view of Resident

What’s the vibe like in the office?

The NYC office is one of the best parts of the company because we are such a beautiful cast of characters. We’re a smart but fun bunch and truly like a very diverse family. It has a laid back vibe and we love to goof around with one another. Basically you want to sit with us.

Anne

People Ops Partner

How do you collaborate with other teams in the company?

We're all required to wear multiple hats here. Because we’re spread out across the globe, seeking aid in a project is a lot easier than I ever imagined. You jump on a quick call or send a Slack message. The ability to start a conversation with someone across the world and get the answer you need (and more) keeps me in awe everyday!

Susy

Manager, Social Media

How has your career grown since starting at the company?

My career at Resident has elevated beyond my expectations. Since day one (when we were just 6 in NYC) my role at the company has evolved into what I call a full-stack marketer. If you thrive in a collaborate and red-tape free environment, where breaking the standards is applauded, then you’d love working here!

Junior

Head of Programmatic & YouTube

What is your vision for the company?

Our values are the core elements that shape our vision to not only be the industry leader in our space, but to be the top best in class organization where our folks will not only have long and meaningful careers but can also give back to our community. I feel privileged to be in a company that lives and breathes this vision as our north star.

Veracelle

Chief People Officer

How do your team's ideas influence the company's direction?

Everyone at our company has a valid voice and opinion; Since we are all about testing ideas we've worked hard to create channels for feedback from team members. Ideas have directly affected product design both physical and digital as well as the marketing and creative strategy.

Scott

Chief of Staff

What are Resident Perks + Benefits

Resident Benefits Overview

We pride ourselves in providing our employees with a best-in-class package of cool benefits and perks. And best perk of all - every new hire gets a new mattress! Success starts with a restful sleep!

Culture
Volunteer in local community
Resident is proud to partner with VolunteerMatch.org to help give back to the customers and communities we love.
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
We believe every single employee is a brand ambassador. We have book clubs, monthly happy hours, team off-sites (no trust falls though) and try to eat lunch together as often as we can.
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Highly diverse management team
Inclusion is one of our values and it starts at the top. We are proud to have assembled a talented and diverse team of strategic leaders across the globe.
Unconscious bias training
This is a required part of our onboarding. We've also partnered with outside DEI workshops to help us create deeper cultures of inclusivity, connectedness to make a positive impact in the world.
Diversity manifesto
Hiring Practices that Promote Diversity
We are proud to recruit from a wide variety of hiring sources, specifically engaging in groups that have been traditionally underrepresented in recruitment globally.
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Resident employees can contribute up to $2,700 annually to their FSA.
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Pet Insurance
Discount on pet insurance via Petplan.
Wellness Programs
Team workouts
We have led company-wide Zoom fitness sessions including yoga and meditation.
Mental Health Benefits
Mental health is very important to us. We have new Wellness initiatives and partnership for physical, social and mental health. We also have Resident "Disconnect Days" to make folks take a break!
Retirement & Stock Options Benefits
401(K) Matching
Resident provides employees with a 401(k) matching plan managed by Mass Mutual. We match 100% of contributions up to 3% and 50% of contributions up to 5% of an employee's annual gross pay.
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Resident provides employees with a flexible work schedule that includes flexible start and end times.
Remote Work Program
Family Medical Leave
Return-to-work program post parental leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Free Daily Meals
Game Room
Our New York has tons of board games to stimulate our brains and to give us a fun break when we need it!
Stocked Kitchen
Sweet, salty, crunchy, and creamy. We've got them all! Plus, all kinds of coffee :)
Some Meals Provided
Resident employees get lunch on Tuesday and Thursday.
Happy Hours
Pet Friendly
Resident's pet policy is occasional bring your dog to work on Friday.
Recreational Clubs
We have re-imagined what the new office looks like in 2020. Our Slack channels have groups such as basketball and bookclubs. We also started "Resident's Got Talent" to showcase our folks!
Fitness Subsidies
We have group yoga, meditation and fitness bootcamps you can do virtually in 2020 with some wellness partnerships on the company!
Home Office Stipend for Remote Employees
We want to make sure you're set up for success at home so we give an office stipend to fit nicely with your Zoom backgrounds!
Professional Development Benefits
Job Training & Conferences
Resident offers employees professional development opportunities like the ability to attend job related conferences and seminars.
Diversity Program
Lunch and learns
Resident hosts lunch and learn meetings once per quarter.
Cross functional training encouraged
Promote from within
Mentorship program
Online course subscriptions available
Customized development tracks

Additional Perks + Benefits

Our coolest perk are our mattresses! Every new employee gets a free mattress of their choosing. We need you to have a good night's sleep!

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