Seasonal Customer Service Team Lead, Minted
$22/hr
More information about location
Design marketplace connecting people with artists
Job no longer available
Design marketplace connecting people with artists
501-1000 employees
Job no longer available
$22/hr
More information about location
501-1000 employees
Company mission
To uncover the world's best creative talent through crowdsourcing and curation and bring it to market.
Role
Who you are
- 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
- 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
- This is a remote seasonal role, starting in late September through December 2023
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 allowing 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 HQ
Financial District, San Francisco, CA
Leadership
Mariam Naficy
(Co-Founder & Chairman)Mariam is currently the CEO of Arcade, a role she has held since 2023. She is also a Member on the Board of Directors at Victoria's Secret. Previously, she founded Heretic Ventures where she served as a Managing Partner for 5 years.
Melissa Kim
(Co-Founder & CEO)Since co-founding Minted in 2007, Melissa has held various roles at the company, moving into the role of CEO in 2023. Prior to Minted, she was a Manager of Corporate Strategy at eBay and an Associate at The Boston Consulting Group.
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