Transit & Review 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:

We’re seeking a Transit & Review Supervisor to join our growing team. This position requires the regular use of independent judgment and discretion in managing operational priorities, resolving complex order fulfillment and payment loss prevention issues, and ensuring adherence to company policies and service standards. This role requires a proactive leader who can independently evaluate situations, set priorities, and determine the best course of action to achieve departmental and organizational goals.

About the Team:

The Transit & Review team manages the behind-the-scenes processes that power a seamless customer experience. We share a deep understanding of our CRM and fulfillment platform which allows us to quickly identify inefficiencies and technical issues. We turn these observations into impactful changes for Resident and our customers. Our core responsibilities include:

• Resolving order placement issues (e.g., invalid shipping addresses, payment errors, elevated fraud risks)
• Managing order fulfillment by submitting edit requests to shipping carriers, resolving shipping exceptions, and actioning failed cancellation requests
• Supporting reverse logistics through return refund processing and vendor coordination along with resolution of refund errors.
  

What You’ll Be Doing:

Team Leadership

• Lead, mentor, and support Transit & Review team specialists by providing day-to-day guidance, coaching, and modeling sound independent judgment in resolving operational challenges.
• Deliver regular, constructive feedback and guide team members through development plans.
• Partner closely with BPO teams and other internal departments to address feedback and operational concerns.
• Foster a positive, inclusive team culture that encourages accountability, collaboration, and alignment with company values.

Operational Oversight

• Use independent judgment to implement effective solutions in order fulfillment and payment loss prevention.
• Manage and oversee daily operations to meet SLAs, KPIs, and OKRs.
• Develop, document, and enhance operational workflows to improve efficiency.
• Identify and execute process improvements that benefit the Customer Success team and the broader business.
• Ensure appropriate staffing and scheduling to support business needs.
• Respond to urgent operational challenges, making decisions and escalating as necessary.
• Track and achieve performance goals at both the team and individual levels.
• Monitor workflows and trends, providing actionable feedback to improve outcomes.

Quality Assurance

• Serve as a subject matter expert for transit and review processes as well as cross-functional workflows.
• Train and support team members to consistently meet quality standards.
• Promote a customer-first mindset through regular quality reviews and feedback loops.

Data Analysis & Reporting

• Gather and analyze data to identify trends in shipping operations and fraud prevention.
• Prepare and present reports on performance metrics, operational health, and process improvement opportunities.
• Manage and optimize team workspaces in Google Sheets, including:
• Restoring deleted data.
• Replacing broken or missing formulas.
• Reformatting sheets and restoring filters/data validation.

Skills/Qualifications:

• 1–3 years of leadership or supervisory experience.
• 1–3 years of experience in order fulfillment, shipping logistics, and/or payment/fraud prevention.
• Proficiency in Excel and/or Google Sheets.
• Strong organizational and time-management skills; able to set priorities and work independently.
• Experience working with remote teams; BPO experience preferred.
• Skilled in creating SOPs, building process maps, and identifying operational inefficiencies.
• Comfortable working in a fast-paced, evolving startup environment.
• Self-motivated and capable of autonomous decision-making.
• Demonstrates a willingness to embrace emerging technologies and adapt to change in a dynamic business environment

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 $26-28/hour. 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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Resident Home participates in E-Verify.