Retention Lead

Las Vegas, NV / Remote
30+ days ago

Job Description


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 Lead is responsible for monitoring and coaching the Resident Customer Success Retention agents and providing real time guidance in order to drive improvements in retention and ensure best in class performance.
**This is a Remote, Work From Home Position. Expected hours are 6a-3p PST, Monday-Friday. Weekends and Holidays may be required. You must have a quiet, dedicated workspace. Candidates must reside in and be authorized for employment in the United States.**


  • Be a subject matter expert for retention agents in real time to help address any product features, policy, and operational processes to help agents retain our customers

  • Side by side coaching and real-time assistance with retention agents via Slack and/or Google Meet

  • Continuous, daily communication with retention agents in order to maintain and improve both pre-delivery cancellation and post delivery returns

  • Share best practices when it comes to product features, policy, and operational processes

  • Communicate effectively with leadership on trends, feedback, product issues, coaching opportunities, customers needs & any product requests

  • Collaborate with retention leadership to ensure execution of ongoing development and training of retention agents. Ensure retention agents provide the best customer experience while becoming top achievers

  • 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

  • Drive results by engaging motivating and providing constructive feedback to team members

  • Help drive and cultivate a strong and healthy retention culture for the team, that keeps retention agents engaged and motivated to reach target business goals and build a positive team culture

  • Be a role model for retention agents. Lead by example through our core values of Excellence, Customer Love, Big Thinking, Inclusivity, and Forward Momentum

  • Complete effective QA and coaching for retention agents on a regular basis

  • Monitor daily retention agent performance to ensure that agents meet and exceed monthly and quarterly goals


  • 1-2 years of retention or customer success experience

  • 1-2 years of B2B or DTC service/support 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

  • Great 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

  • Excellent written and spoken English

  • Comfortable and familiar with working from home and being a self-starter

  • 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


Las Vegas, NV, USA


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