Manager, Customer Service

Remote

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Minted

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Minted is seeking a Customer Service Manager to directly own the execution of our team of US-based remote Customer Service Representatives, Leads, and Team Supervisors. The Customer Service Manager will lead day-to-day contact center operations for our domestic associates, providing hands-on engagement of the team, internal stakeholders, and Minted’s customers.
This role combines both direct employee and project management; in addition to your ownership and engagement of the team, you must have an eye for process adherence and improvement. You will be expected to drive efforts to improve the domestic team, including CSR and network performance, escalation strategies, and providing valuable insights to our Operations, Product, Marketing, and Category teams.
The ideal candidate is data-driven, performance-oriented, and has a track record of improving front-line teams. Reporting to the Senior Manager, Customer Service, a successful Customer Service Manager will both engage the team and manage to the metrics, including CSAT, quality assurance, and productivity goals. 
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You will

  • Directly manage a team of work-from-home Customer Service Representatives and associated leadership roles
  • Drive productivity of the team through contact prioritization and caseload across 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, including resolving employee relation concerns in close partnership with the Senior Manager of Customer Service, and Human Resources, as needed
  • Stay present and available for the broader 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; at times, “All Hands On Deck” may be called and you will be required to handle contacts or escalations 
  • Responsible for ensuring the team is in compliance with policy, process, and product updates. Identify additional training needs, plan training sessions in partnership with the Training team and track performance improvement
  • Collaborate with Workforce Management to ensure that proper coverage is planned and maintained across contact channels during operating hours; work with other leaders in the department to oversee the global network of CSRs, ensuring fast turnaround times and a seamless customer experience throughout the network
  • Foster a positive, customer-oriented culture within the domestic team; drive engagement and maintain morale across the remote workforce
  • Provides regular Operational Business Reviews that outlines the KPI performance of your team, including individual coaching status; responsible for Quality Assurance, CSAT, and Productivity ratings for your team members
  • 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
  • Lead recruiting efforts for large scale seasonal growth for the domestic team in partnership with the Senior Manager of Customer Service and Recruiting

You are

  • A fast learner: Able to take direction and quickly learn new policies, processes, and products
  • Organized: Able to multitask and stay focused in a fast-paced environment with changing priorities; experienced creating clear project plans and driving improvements
  • Customer-focused: You understand how to offer an excellent customer experience and hold the team to this high standard by enthusiastically encouraging them to follow Minted best practices and departmental policies
  • Collaborative: You have strong leadership skills and you know how to challenge the team to be their best while also working with them to hear their feedback and be approachable, genuine, encouraging, and empathetic
  • Analytical: You’re able to analyze data and information to back up customer-impacting trends that the team is experiencing and to make timely recommendations for process improvement
  • Focused on improvement: Open to feedback, believing in a culture of continuous improvement as you work toward individual and departmental goals
  • Professional: Dependable, courteous, with a strong work ethic
  • Flexible: Willing to pivot and support the team, even on weekends when business need requires

You have

  • A Bachelor’s degree in Business, Management, or related field
  • 4+ years customer service experience, preferably in an eCommerce or retail setting
  • 3+ years management experience with direct responsibility for the execution, performance, and development of a high-performing team
  • Strong data literacy; able to turn data into actionable insights and recommendations
  • Proven project management skills
  • Salesforce knowledge is a plus
  • A love of design is 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.
Job region(s): Worldwide/Anywhere
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