Director, Customer Service

Job Description

The Director of Customer Service is responsible for managing the daily operations of Minted's Customer Service organization to delight our customers and meet customer experience standards for Minted’s luxury brand. The Director in this role must be capable of operating at all levels of detail, regularly pivoting between strategy conversations, analysis and planning, driving improvement projects, coaching the team, and handling customer escalations. They will be highly data driven, with clear experience managing the metrics and communicating with data while also building a strong, motivating performance culture. The right candidate for this role will continuously seek to raise the bar, as skilled at rallying their teams during peak busy periods as they are at deep diving performance data to root cause issues and implement corrective actions. The Director will prepare meticulous contingency plans to address our exponential scaling for peak periods, as well as manage a portfolio of teams ranging from remote domestic associates to global outsourcing partners. Reporting to the Senior Director of Customer Operations, the Director of Customer Service is a senior role within the Customer Operations team, responsible for identifying process, training, technology, and other initiatives that will help scale the continued success of the organization. The role will work closely with cross-functional partners across Product, Engineering, Marketing, Category Growth, Analytics, and other teams. #LI-AMM_2

You will:

• Lead and manage the Customer Service team, delivering exceptional service to our customers with every interaction
• Develop solutions to enhance customer service performance, refine KPI’s, and share progress towards goals with the rest of the organization. Deliver on departmental input and output KPIs, such as CSAT, % Poor, % Excellent, Productivity, SLAs, etc. while adhering to labor budgets
• Plan and execute against a seasonal growth plan that scales team size and contact volume up and down exponentially during a short period of time
• Analyze customer feedback and agent performance data from multiple data sources to identify actionable insights
• Foster a positive working environment and develop a strong culture that motivates team members and mitigates the risk of burnout
• Manage relationships with offshore partners to ensure proper staffing and that those teams are hitting productivity and quality KPIs
• Incubate new programs at Minted such as our Direct from Artist support program, working closely with the operations strategy and special projects team to execute
• Handle executive escalations, supporting customers directly when needed, staying close to the voice of the customer, and coordinating with the broader team
• Hire, train, coach, counsel, and evaluate direct reports
• Develop and implement onboarding, training, and ongoing skills growth programs for team members
• Operate at all levels of detail, commonly shifting gears between high level, strategic thinking and time “in the weeds” working closely on problems with the team
• Act as a customer advocate and approach your work through the customer's eyes

You are:

• A quick learner and a creative problem solver who is detail oriented with a keen ability to identify process and data gaps
• Someone who thrives in a fast-paced and scrappy environment where flexibility, adaptability, and nimbleness prevail
• A strong communicator (written and verbal) and an active listener who comes with an open mind and is able to effectively incorporate cross-functional partners in key decisions
• A strategic, consumer-centric thinker who understands consumer segments deeply and intuitively, and you naturally gravitate to the consumer when answering questions or considering strategies
• Results oriented; comfortable in work environments which are outcome-oriented and merit-based, and are highly motivated by goal accomplishment
• A collaborative thinker. You enjoy an environment that has been structured for collaboration, drawing on strong functional areas to build your business
• A systems thinker. You intuitively understand interdependencies, ask follow-up questions, and drive to solutions that balance the success of initiatives across revenue, quality, brand, and cost goals

You have:

• Bachelor’s Degree required
• 8-10 years of experience in customer success. You have a track record of building teams that deliver outstanding, transformative customer experiences at scale
• Managed people managers, individual contributors, and entire teams. Your teams have been both in person and remote, full time and seasonal, direct employees and outsourced business partners. You are adept at providing performance feedback. You care a lot about bench succession and developing career paths for your direct reports
• Outstanding project management skills, ability to work cross-functionally and outside the organization, and have a track record of achieving the results expected. You are extremely detailed and process oriented, balancing short-term and long-term needs
• Experience structuring high-level strategies while also being able to get your hands dirty and dig deeply into large data sets to extract actionable insights. You don't get overwhelmed by lots of numbers and can make decisions quickly with imperfect data, avoiding "analysis paralysis". You know how to measure and monitor results to move key metrics in the right direction. You are adept at Excel, Google Sheets, and possibly BI tools such as Looker. Knowing SQL is a plus, but not required.
• Experience with Salesforce is strongly preferred. You understand how CRM and related technology and tools work and can use that knowledge to identify new technology partners or development projects that can enhance our ability to serve the customer. You understand how to put together a strong business case together to invest in technology that will directly impact key metrics
• The ability to work well with others, including cross-functional partners. You are able to hold your own ground yet work collaboratively with the cross-functional partners. You have experience working with employees at all levels of a company. You have the ability to influence key stakeholders and teams without direct authority. You are articulate and persuasive while able to listen and incorporate the perspectives of others.

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. Apply for this job