Customer Experience Trainer

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:

Resident is seeking a high-energy Customer Experience Trainer to elevate our customer journey. You’ll partner with Sales, Support, and Quality teams to equip our specialists with the skills and confidence to deliver exceptional service. From mastering our systems and processes to creating engaging Zoom and Google-based training, you’ll turn knowledge into impact—making both the how and the why resonate. We’re looking for a results-driven trainer who thrives in fast-paced environments, blends clear organization with a people-first approach, and inspires teams to perform at their best.

What You’ll Be Doing:

• Design, enhance, and deliver engaging training programs, resources, and tools that empower Customer Success Specialists, Sales Specialists, and leaders to excel; adapting quickly to shifting business needs and priorities.
• Facilitate impactful learning experiences throughout the employee lifecycle, from onboarding to ongoing professional growth, fostering agility, and continuous improvement.
• Continuously refine and innovate training strategies by leveraging feedback, performance metrics, and emerging trends to stay ahead in a fast-paced environment, while maximizing the impact of available resources.
• Collaborate cross-functionally with Sales, Support, Quality Management, and other teams to leverage customer insights, strengthen alignment, and drive enhancements across the customer journey.
• Act as a trusted subject matter expert on products, processes, and the full Customer Success tech stack, identifying opportunities to streamline workflows, improve efficiency, and elevate both the customer and sales experience.
• Actively engage as a team player and foster team synergy by being a champion and an ambassador of our Resident core values: Excellence, Big Thinking, Inclusivity, Customer Love, and Forward Momentum
• Manage and optimize knowledge base tools by creating, updating, and organizing content to ensure accuracy, accessibility, and usability for both internal teams and customers.

Skills & Qualifications

• 3+ years in sales/retention with a track record of exceeding KPIs
• 2+ years training experience in Sales/Retention contact centers, including remote delivery
• Train the trainer experience preferred
• Proven success boosting results through training, coaching, and adult learning techniques
• Skilled in instructional design and LMS platforms (Lessonly, Brainshark, Bridge, WorkRamp), preferred but not required
• Demonstrates a willingness to embrace emerging technologies and adapt to change in a dynamic business environment
• Familiar with Five9, Kustomer, Zendesk, Chat Tools, Google Suite, and Slack
• Clear, engaging communicator across all organizational levels
• Able to simplify complex information with clarity and empathy
• Strong project management: manage multiple priorities in fast-paced environments
• Data-driven: analyze trends to uncover opportunities
• Collaborative, with experience enhancing cross-functional operations
• Self-motivated, proactive, and results-oriented
• Adaptable and positive in shifting business environments
• Champion of inclusive, innovative, and customer-focused cultures

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 $60,000- $70,000. 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 [email protected]

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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