Customer Service Team Lead

Job Description

Please note: To be considered for this position, you must reside within 50 miles of Sacramento, CA. The Role: This is a remote seasonal role, starting September through December 2020. If you are passionate about creating exceptional customer experience, love interacting with people, and thrive in a fast-paced, collaborative environment, then read on! As a Customer Service Team Lead, you will be an instrumental part of ensuring the most exceptional contact quality and service possible for Minted’s customers. CS Team Leads will be responsible for working closely with and providing daily support to a team of Customer Service Representatives (CSRs). Reporting to a Team Supervisor, you will serve as a Minted subject matter expert, providing on-the-floor coaching and support to allow the team to deliver excellent, world-class service. CS Leads will use problem-solving and people skills to support the team through multiple channels, working closely with your Team Supervisor to evaluate team performance and identify coaching opportunities for the team. CS Team Leads have excellent written and verbal communication skills and are savvy in working with a variety of systems and technology. Your #1 objective is to offer the best experience possible for any customer interacting with Minted, and you support CSRs to do this by offering hands-on team support.

You will:

• Serve as a “subject matter expert” and departmental leader, motivating and supporting your team’s overall success by answering real-time questions from CSRs related to the company brand and mission, products, policies, procedures, and tools
• Stay present and available for your team’s CSRs; this includes monitoring communications, answering questions, and providing real-time feedback
• Take escalations from your team and support other teams and CSRs when needed
• Review the Salesforce knowledge base for product, services, and policy details and updates, as well as training updates and daily huddle announcements
• Provide thorough customer and order solution options to CSRs
• Work closely with the Team Supervisor to support the CSR coaching process
• Approve service recovery requests and produce promo codes
• Promote a positive and friendly environment supporting of good morale and cooperation
• Help identify trending issues among the CSRs in their interactions with our customers
• As time permits, support answering email and other contacts; support ad hoc projects, such as training and Quality Assurance support
• In partnership with your Customer Service Team Supervisor, responsible for Quality Assurance, CSAT, and Productivity for your team

You are:

• Professional, with leadership skills, and excellent interpersonal and communication skills
• Someone who leads by example, enthusiastically encouraging team members to follow Minted best practices and departmental policies
• Able to take direction and quickly learn new procedures, processes, and products
• Open to feedback, believing in a culture of continuous improvement as you work toward individual and departmental goals
• Comfortable using technology; ideally familiar and experienced with eCommerce
• Able to reliably meet a required flexible/variable hour work schedule including weekends based on business needs and adhere to company attendance policy

You have:

• A Bachelor’s degree or equivalent work experience
• 2+ years of experience in a Customer Service role required, with proven excellence and an overall understanding of customer satisfaction
• A proven track record of supporting Minted customers with exceptional service
• Excellent written and verbal communication skills
• Detail-oriented, problem solver, promotes a positive team environment
• Excellent computer/software skills. (Google Docs, Sheets, and Slides)
• Experience with Salesforce or other CRM software a plus

About Minted : Minted is a design platform bringing the best in independent design to consumers everywhere. The company's art, stationery, and textiles products have reached over 75 million homes worldwide. Minted uses technology 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. Minted is headquartered in San Francisco, CA and currently employs 350+ full-time employees plus additional temporary workers during the holiday season. The company has 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. Minted's Job Applicant Privacy Policy . Apply for this job