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Manager, Customer Service

Remote: 
Full Remote
Contract: 
Full time
Work from: 
California (USA)

Offer summary

Qualifications:

Bachelor’s degree or equivalent experience, 4+ years of customer service experience, preferably in eCommerce or retail, 3+ years of management experience with a focus on people management and development, Strong data literacy to turn insights into actionable recommendations..

Key responsibilities:

  • Lead a team of Customer Service Supervisors and manage day-to-day operations of Customer Service Representatives
  • Provide coaching, guidance, and development to enhance customer service quality
  • Build partnerships with global leaders to improve customer experience across sites
  • Handle escalated customer concerns and support the team during peak periods.

Minted logo
Minted SME https://www.minted.com/
201 - 500 Employees
See all jobs

Job description

The Role:

Minted is excited to hire a Manager, Customer Service to support the Minted Customer Operations team.

Reporting to the Senior Manager, Global Customer Service, this role brings to life what great service looks like at Minted, working with our frontline reps and contact center leaders, within Minted and with our Global partners, to translate our vision into actionable coaching & development for the entire team. The perfect fit is someone who loves growing and developing people, understands what it takes to deliver great customer experiences, and is excited about being part of building a world-class customer service team.

As part of our recruitment process, we want to ensure the security and legitimacy of all communication channels. Therefore, please be advised that all official correspondences from our team will be sent from email addresses ending with "@minted.com"


You will:
  • Directly lead a team of Customer Service Supervisors who are responsible for day-to-day people management of a team of Customer Service Representatives and Leads
  • Set the tone for best-in-class customer service and provide guidance, coaching, and development for leaders and frontline associates who bring this to life daily for our customers
  • Build close partnerships with leaders at Minted’s global sites to help us raise the bar for experience and knowledge across all of our sites.
  • Host regular one-on-ones with the Customer Service Team Supervisors and periodic skip-level meetings with the rest of the team, mentoring, motivating, and developing them to maintain Minted’s high expectations for customer experience
  • Be responsible for coaching, development, and performance management of team members. You recognize that employee experience is just as important as customer experience, and intentionally support the creation of a great work environment
  • Stay present and available for the broader Global Customer Service team, including monitoring communications, answering questions, and providing real-time feedback via Slack and Google Hangouts
  • Build strong subject-matter expertise about Minted, serving as a resource for the team who can also leverage data to identify opportunities to improve customer experience
  • Support the team directly in handling high-touch or escalated concerns, including handling customer contacts personally when required, and providing guidance and support after hours and on weekends as needed, especially in peak periods.
  • Keeps leadership promptly informed of all problems or unusual matters of significance and takes prompt action where necessary or suggests alternative course of action which may be taken
  • Draw insights from your work with the front-line team, including trends in customer feedback, opportunity for process and product improvement, and any other operational insights that can improve the business
  • Lead projects to make direct improvements for the team with collaborative and thoughtful consideration for deployment
  • Play a key role in peak recruiting efforts for large scale seasonal growth for the domestic team in partnership with the Senior Manager of Customer Service and Recruiting. You have a strong eye for talent and a track record of growing & developing people

    • You have:
  • A Bachelor’s degree or commensurate experience
  • 4+ years customer service experience, preferably in an eCommerce or retail setting
  • 3+ years management experience with direct responsibility for quality & execution, including people management and development
  • Strong data literacy; able to turn data into actionable insights and recommendations

    • Bonus:
  • Salesforce knowledge is a plus
  • A love of design is a plus
    • Compensation: 

    The compensation range for the role applies to employment offers from Minted. Our employment offers fall between the minimum and midpoint of the range to allow for continued salary growth during your employment at Minted. The upper half of the range accommodates this growth and supports our intention to create an environment that encourages lasting relationships between Minted and our employees.

    Geo Base Full Salary Range 2 - Includes CO, IL, MA, MD, NJ, OR, RI, TX, VT, VA, WA - $83,082 - $109,046
    Geo Base Full Salary Range 3 - Includes AL, AK, AZ, AR, CT, DE, FL, GA, IA, ID, IN, KS, KY, LA, ME, MI, MN, MO, MS, MT, ND, NE, NM, NV, NH, NC, OH, OK, PA, SC, SD, TN, UT, WI, WV, WY - $76,240 - $100,065

    Salaries will vary based on various factors including but not limited to professional and academic experience, associated job responsibilities, and/or other business or organizational needs.

    This role is eligible for an annual performance bonus and stock options.

    Benefits: 
    Benefits will be effective the first of each month following your initial hire date. 
     
    - Medical, Dental, and Vision Benefits
    - Employer Funded Health Savings Account
    - 10 Paid Holidays
    - Paid Time Off and Sick Leave
    - Paid Parental Leave
    - Employer Paid Wellbeing Apps (e.g. Headspace and Calm)
    - Monthly Gym/Wellness Reimbursement
    - 401(k) retirement savings plan
    - Employer Funded Commuter Benefits
    - Employee Discount
    - Friends and Family Discount

    About Minted:

    Artists shape culture. They spark conversation, create connection, and bring beauty into the world. Minted is where they come together to reach further. Our marketplace empowers a thriving community of independent artists to sell and scale their work. We nurture self-expression, cultivate community, and bring the best in visual art to a global audience.

    We’re building a new way to discover the world’s best creative talent. We’re here for the emerging talent ready to take off, the local favorites ready to grow, and the established artists ready to dream bigger.

    At Minted, our people don’t just believe in the power of art–we live it. We have our finger on the pulse of what’s new and now. We’re obsessed with great design, art, and interiors. We’re in galleries, at fairs, and constantly finding inspiration online. We seek undiscovered talent that deserves to stand up and stand out. We connect with artists that have something to say, and we collaborate to amplify their work.  The Minted community’s art, stationery, and textiles products have reached over 75 million homes worldwide.

    Our marketplace brings the best in independent design to consumers everywhere. We recognize the challenges independent artists face, and we leverage our resources to level the playing field and create a platform that gives artists the freedom to develop their craft and grow their business.

    We are headquartered in San Francisco, CA and currently employ 350+ full-time employees, plus additional temporary workers during the holiday season. We have raised over $300M from top-tier investors including Benchmark Capital, T. Rowe Price, Permira, Ridge Ventures, Technology Crossover Ventures, and Norwest Venture Partners.  Angel investors include Marissa Mayer, Jeremy Stoppelman, Julia & Kevin Hartz, Yishan Wong, and more.

    Minted is an Equal Opportunity Employer committed to inclusion and diversity. We welcome people of different backgrounds, experiences, abilities and perspectives and will consider all qualified applicants for employment in accordance with all state, local, and federal laws. Minted participates in the E-verify program.

    How Our Process Works:

    Minted uses technology and innovative practices to bring unique, best-selling design to market at scale. Using its crowdsourcing technology, consumers are empowered to vote for the designs they love and want to see sold, ensuring that Minted always sells continuously fresh and trend-forward product. The winning designs are manufactured by Minted, enabling artists from around the world to share and sell their work while letting Minted do the rest. Since launch in 2007, the company has expanded to serve consumers in new categories including wall art, textiles, digital content and home decor, as well as serve major retailers and consumer products brands with data-backed design through licensing and wholesale partnerships.

    Required profile

    Experience

    Spoken language(s):
    English
    Check out the description to know which languages are mandatory.

    Hard Skills

    Data LiteracyCustomer Relationship ManagementPerformance ManagementCustomer Experience ImprovementSalesforce

    Other Skills

    • People Management
    • Coaching
    • Team Leadership
    • Communication
    • Mentorship
    • Teamwork
    • Problem Solving
    Are you interested?

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