Seasonal Customer Service Team Lead, Minted
October through December 2025
$20.84/hr - $22.71/hr, dependent on location
More information about location
Design marketplace connecting people with artists
Be an early applicant
Design marketplace connecting people with artists
501-1000 employees
Be an early applicant
$20.84/hr - $22.71/hr, dependent on location
More information about location
501-1000 employees
Company mission
To uncover the world’s best creative talent.
Role
Who you are
- Do you thrive in a fast-paced, lively atmosphere?
- Do you love working with people, solving problems, and providing exceptional service?
- 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
- 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
What the job involves
- As a Customer Service Lead, you will be an instrumental part of ensuring the most exceptional contact quality and service possible for Minted’s customers
- CS Leads are 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 in-the-moment coaching and support to allow the team to deliver excellent service
- Team Leads will use problem-solving and people skills to support the team through multiple channels, driving productivity while monitoring incoming contact volumes, SLAs, and associated prioritization to tackle the highest priority cases first
- 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
- Provide day-to-day support, subject matter expertise, and real-time coaching for Customer Service Representatives, motivating and supporting the team to resolve customer concerns
- 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
- Oversee the team to drive productivity through contact prioritization via queue management and adherence monitoring
- Provide interval updates to the team, sharing hourly progress versus SLA targets
- Navigate and resolve financial transactions and support vendor communications required to resolve customer concerns
- Serve as the first line of defense for escalations for the broader Customer Service team
- Approve service recovery requests and produce promo codes
- Stay up-to-date about the knowledge base for Minted products, services, and policy details and updates by reviewing the Customer Service knowledge base, as well as training updates, and daily huddle announcements
- Work closely with the Team Supervisor to support the CSR coaching process
- 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
- Promote a positive and friendly environment supporting good morale and cooperation
Our take
Minted is a design marketplace, sourcing creative content from a global community of artists, using technology and crowdsourcing to give consumers access to independent creatives unavailable through traditional retailers.
With the success of sites like Etsy enabling consumers to buy direct from artisans, Minted sets itself apart by holding monthly art and design challenges which are open for both submission and voting. The ‘crowd’ curates Minted’s product selection by rating products, and Minted utilizes analytics to evaluate votes. The winning designs go into production which is taken care of by Minted's fulfillment house and the designers receive a 6%-10% cut of the sales.
Its unique ‘design by upvoting’ business model has led to almost $300m in funding, with backing from Benchmark Capital and IDG Ventures. As contests draw in more designers, the company is looking to expand beyond Minted.com and into physical retail, finding new ways to use the designs and creating fresh income streams for themselves and their artists.
Steph
Company Specialist at Welcome to the Jungle
Insights
-6% employee growth in 12 months
Company
Funding (last 2 of 6 rounds)
Dec 2018
$208m
SERIES E
Oct 2014
$38m
SERIES D
Total funding: $297.1m
Company benefits
- Work from home opportunities
Company HQ
Financial District, San Francisco, CA
Leadership
Mariam Naficy
(Executive Chairman & Co-Founder)Previously served as the company's Co-CEO. Previously Member of the Board Of Directors at Medium, Yelp, Polyvore. Founder & co-CEO at Eve.com for 2 years and Vice-President and General Manager at The Body Shop for 3 years.
Melissa Kim
(CEO & Co-Founder)Previously Associate at The Boston Consulting Group for 2 years and Manager - Corporate Strategy at eBay also for 2 years.
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