Retail Account Support Associate


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Posted 2 weeks ago

Resident is an industry-leading startup in the Direct-to-Consumer mattress and home furnishings category. Since our founding of the award-winning Nectar Sleep in 2016, we have since launched additional new brands with the same mission of making inspiring products people love coming home to. 
Every part of our company is built around growth, experimentation and velocity. If you believe in the importance of data-driven decision making, naturally curious and possess a truly customer-centric orientation, we might just be the right company for you!
About the Role:The Retail Account Support Associate will be responsible for providing support to our retail partners as well as retail consumers with post purchase, warranty or other support inquiries. 

This is a remote position. To be considered for this opportunity you must reside within the United States. We are open 365 days a year, our business hours for this role will be 6am PST to 2pm PST (9am to 5pm EST) M-F. Our schedules are based on company needs. Flexibility with shifts, some weekends and holidays may be required.

What You'll Be Doing

  • Ensuring our customers, both direct and retail partnerships are provided with best in class support and service expected when working with the Resident brands and products
  • Helping retail associates who support the Resident brands locate order information, get assistance with warranty claims and act as a liaison between our Account Managers and retailers
  • Collaboration with our external retail partners, internal retail account and regional managers, internal customer success and operations teams. This will involve communication through email and phone platforms
  • Model our values: Excellence, Customer Love, Big Thinking, Inclusivity, and Forward Momentum


  • Minimum of 2-4 years experience in retail or customer service
  • Experience in a fast paced, start-up environment with the ability to quickly get up to speed, iterate and take on other projects
  • Experience in a call center type environment with comfortability of consistent phone calls, customer chats, and email correspondence is a plus
  • Excellent customer support skills with a focus on quality, accuracy, attention to detail, timeliness, politeness, empathy and professionalism
  • Excellent verbal and written communication skills
  • Ability to self-motivate and work independently
  • Ability to work within a decentralized and very cool team
  • Ability to handle multiple tasks at once
Job tags: Customer service Customer success Data-driven Experimentation
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