Resident · 17 hours ago
Newton Baby - Customer Care Representative
United States
Full-time
Remote
Entry, Mid Level
$37K/yr - $40K/yr
2+ years expResident is a privately held US-based company focused on redefining comfort and quality across the home. Newton Baby is seeking a skilled Customer Care Representative to manage the post-purchase customer journey, ensuring exceptional customer experiences through order monitoring, issue resolution, and proactive communication.
Consumer GoodsE-CommerceHome DecorHome Improvement
Responsibilities
Serve as a primary point of contact for customer inquiries, including more complex or escalated issues, across phone, chat, SMS, and email channels
Resolve customer concerns related to orders, shipping, and products by applying established policies and procedures
Provide proactive outreach to customers regarding order status, shipping delays, backorders, or delivery exceptions, using clear and empathetic communication
Escalate issues appropriately when needed to ensure timely and accurate resolution
Monitor and track customer orders from purchase through delivery to ensure accuracy and timely fulfillment
Partner with Operations and Logistics teams to help investigate fulfillment errors, carrier delays, or order discrepancies
Identify recurring order or shipping issues and share observations with the broader team to support continuous improvement
Assist in ensuring high-priority customer orders are addressed promptly and effectively
Support ticket triage and prioritization to help meet service-level goals and response-time expectations
Contribute to the development and maintenance of internal documentation, FAQs, and knowledge base resources
Track customer communication trends and flag recurring issues or themes to Customer Experience leadership
Collaborate cross-functionally when issues require coordination across teams
Actively participate in team meetings, discussions, and knowledge-sharing sessions
Contribute positively to team culture by collaborating with peers, sharing insights, and supporting collective goals
Work independently on assigned responsibilities while remaining engaged, communicative, and responsive as part of a distributed team
Share feedback and suggestions to help improve customer workflows, tools, and communication practices
Qualification
Required
2+ years of experience in customer experience, customer support, customer operations, or a related role
Strong problem-solving skills with the ability to follow established guidelines and determine appropriate next steps
Experience with CRM and ticketing platforms; Zendesk preferred
Familiarity with order management or fulfillment workflows in an eCommerce environment is strongly preferred
Proficiency in Excel or Google Sheets, including filters, basic formulas, pivot tables, and simple data analysis
Excellent written and verbal communication skills, with the ability to adapt tone and messaging to different customer situations
Ability to manage multiple tasks, prioritize effectively, and meet deadlines in a fast-paced environment
Comfortable working in a fully remote environment with a dedicated and professional workspace
Self-motivated, dependable, and able to structure your day while remaining accountable to team goals and schedules
Preferred
Experience with NetSuite or similar order-management systems is a plus
Familiarity with Monday.com or similar work management platforms is helpful but not required
Benefits
Unlimited Vacation
Health, Dental, Vision, and Pet Insurance
401(k)
24/7 Employee Assistance Program
Paid Parental Leave
Generous Employee Discounts on products
Company
Resident
Resident is a house of direct-to-consumer brands in the home furnishings space.
201-500 employees
Funding
Current Stage
Growth StageTotal Funding
$169.2MKey Investors
LIQUiDITY Group
2024-03-05Acquired
2021-01-07Series B· $130M
2020-01-06Series Unknown· $12.5M
Leadership Team
Jennifer Bentz
VP of Affiliates, Influencers and Partnerships
Ran Reske
Senior Advisor
Recent News
2025-01-30
2024-03-15
Digital Commerce 360
2024-03-09
Company data provided by crunchbase