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 (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!

To be considered for this opportunity you must reside within the United States.

Job Overview:

Resident is seeking a Training Specialist who will be an exceptional addition to our team. As a Training Specialist at Resident, you will be delivering training programs for new hires and existing employees for our Customer Success team, running the new hire “nesting” or integration process as well as continued learning sessions. Working with subject matter experts and our Customer Experience team, you will collaborate to design engaging coursework. Areas of focus will include emotional intelligence, active listening, how to leverage technology, best practices in servicing our customers, and of course, expertise for our catalog of brands and products. The ideal candidate is comfortable communicating a large volume of information over Zoom/Google with strong communication skills. You have a proven track record of delivering outcomes, are structured, logical and people-focused.

Key Responsibilities

• Facilitate virtual training programs covering areas such as on-the-job training, systems and tools, customer experience skills, operational workflows, and product knowledge.
• Oversee the planning and coordination of training to include but not limited to, scheduling, attendance, provide training support for SMEs as needed
• Oversee the delivery of training programs such as, coaching conversations, daily trainer observation notes, and post-training transfer to leadership.
• Assess learners’ skills and performance quality.
• Collaborate to develop supplemental training material including training guides, facilitator guides and participant materials.
• Provide feedback on training content & curriculum reviews on a regular basis to ensure content accuracy.
• Support BPO Trainer relationships and aid in train-the-trainer sessions.
• Build and maintain working relationships with Subject Matter Experts (SMEs) to review and edit training materials, facilitating the timely accomplishment of project deliverables.
• Assist in analyzing and finding solutions to training gaps and needs.
• Support ongoing launches of new products and services to ensure CX readiness to support new launches.
• Effectively communicate with team members and all stakeholders to ensure objectives, timelines and goals are being met.
• Maintain up to date knowledge of current operational practices.

Requirements

• 2+ years of training/facilitation/teaching/development experience.
• 2+ Customer Service/Experience/Contact Center knowledge

• Strong project management and organizational skills, with the ability to independently manage multiple projects in a fast paced, dynamic environment.
• Strong facilitation and presentation skills; able to engage a variety of audiences and topics
• Ability to synthesize and communicate complex information in a clear and effective manner.
• Capable of providing constructive feedback and inspirational coaching. Great at explaining the WHYs
• Ability to maintain a high level of professional communication both written and verbally
• Exceptional listening and analytical skills with a strong attention to detail
• 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
• Ability to bring an upbeat, professional and respectful approach to work each day
• Previous experience using an LMS such as Lessonly, Brainshark, Bridge, WorkRamp
• Experience/proficiency in programs such as Kustomer, Chat Tools, Zendesk, Google Suite, Slack
• Blazing fast internet connection in your zen work sanctuary

Does this sound like you?

• Tech savvy, data driven, entrepreneurial leader
• Roll up your sleeves attitude, leave no stone unturned, push the boundaries on problem solving
• Excellent project management and time management skills
• Effective team leader capable of working cross-functionally
• Strong written and verbal communication skills

What We Offer (subject to eligibility requirements):

• Remote-first workplace (since 2016!)
• Competitive salary
• Annual bonus potential
• Health, Vision & Dental Insurance
• HSA company contributions
• 401K with company match component
• “Take what you need” PTO
• 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 range for this position is of $63,000 - $72,000 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 company headquartered in San Francisco, CA., with a dedicated New York City office, London and an R&D facility in Tel Aviv. Learn more at: https://www.residenthome.com

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.

Resident participates in E-Verify