BPO 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.

About the role:

The BPO Program Supervisor partners with Customer Success Teams to support daily operations within a BPO environment, ensuring consistent delivery that meets client expectations. This role requires cross-functional collaboration and leadership to drive success within the Customer Success Team. The supervisor works closely with internal and external stakeholders to maintain high service quality, employee engagement, and operational efficiency.

This is a remote position that will require travel to partner locations. Holidays are peak times for our business and work may be required. This position requires travel to all US time zones.

Key Responsibilities:

• Support and collaborate with all Customer Success teams to meet or exceed KPIs, including quality, productivity, and attendance.
• Partner with training and quality teams to ensure team readiness and ongoing development.
• Ensure compliance with company policies, procedures, and client requirements.
• Work closely with cross-functional leaders to drive continuous improvement through data analytics, OKR reviews, and feedback assessments.
• Collaborate with the Customer Success Team to develop and implement departmental standards and processes.
• Make data-driven decisions and recommendations to enhance performance.
• Communicate the company’s vision and goals effectively across teams.
• Support improvements across the employee life cycle, including hiring, onboarding, and training.
• Models our core values: Excellence, Customer Love, Big Thinking, Inclusivity, and Forward Momentum

Skills/Qualifications:

• 3+ years of experience in customer service and sales contact centers, with a focus on fostering collaborative team environments.
• At least 1 year of experience working with BPO or outsourced contact centers, preferably in the retail or e-commerce sectors.
• Industry knowledge with mattresses or furniture sales and service is highly desirable.
• Adept at analytical decision-making with empathy and collaborative leadership to cultivate a high-performing, world-class team.
• Previous remote work experience is essential
• Demonstrates a high level of resiliency, empathy, and emotional intelligence in building collaborative teams.
• Excellent written and verbal communication skills, with the ability to engage both hourly employees and executive leadership.
• Self-starter who thrives in fast-paced environments and demonstrates flexibility and agility while consistently meeting tight deadlines.
• Proven empathetic and inclusive leader with the ability to lead and inspire a diverse workforce. Skilled in creative and fair problem-solving, with a focus on achieving goals while fostering a positive, healthy work environment.
• Experienced with performance management platforms and data reporting tools to monitor and drive team performance. Adept at using Looker, Google Sheets and Excel
• Ability to work in a fast-paced, results-driven environment
• Must be available and flexible during major sales or holiday events and on weekends.
• Preference given to candidates located in EST or CST zones, or those able to work during Eastern Standard Time business hours.
• Availability and flexibility during major sales events, holiday seasons, and weekends are required.
• Required domestic and international travel - up to 15%

What We Offer (subject to eligibility requirements):

• Remote-first workplace (since 2017!)
• Competitive Salary
• Health, Vision & Dental Insurance
• HSA company contributions
• 401K with company match component
• Take what you need Paid Time Off
• Wellness benefits
• WFH office and cell phone/internet stipend
• A FREE MATTRESS plus an awesome Friends and Family discount!

If you reside in a state or location where pay transparency laws or regulations have been adopted please read the following: The salary for this position is $50,000.00-$60,000.00.. We carefully consider a wide range of compensation factors, including your background, skills, qualifications, experience, geographic location and other non-discriminatory factors. These considerations can cause your compensation to vary. [Additionally, this role might be eligible for discretionary bonuses or commission payments]. For more information regarding the pay range applicable for this position, please contact us at People@residenthome.com

Resident is a privately held US-based Company with remote employees in the US and the UK, and an office in Tel Aviv, Israel. 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.

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Resident Home participates in E-Verify.