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 Channel 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!

**This is a Full- Time, Remote, Work from Home opportunity in the United States. Must be available to work any FT scheduled shift given between the hours: 9:45 AM - 10:15 PM PST/ 12:45 PM EST - 1:15 AM EST SUN-SAT (with 2 days off weekly). We are open 365 days a year. Must be willing to work weekends & key holidays as well.. Additionally, you must have a dedicated quiet work space to be considered for this role.**

Responsibilities

• Live and breathe a Customer First mindset
• Be a 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!

Requirements

• 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, 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.