Minted
Customer Service Team Supervisor
Summary
Minted is hiring a Customer Service Team Supervisor to ensure exceptional contact quality and service for its customers. Reporting to the Senior Manager of Customer Service, this role leads and coaches CS Leads and CSRs to achieve productivity, quality, and attendance goals while delivering an excellent customer experience.
What you'll do
Supervise a team of Customer Service Leads (CS Leads) and Customer Service Representatives (CSRs).
Provide day-to-day support, subject matter expertise, and coaching to help resolve customer concerns.
Drive productivity through contact prioritization, queue management, and adherence monitoring.
Coordinate shift start/end check-ins with CS Leads to support motivation, provide feedback, and recap daily performance.
Stay available to the broader Customer Service team by monitoring communications and providing real-time support via Slack and Google Hangouts.
Run regular one-on-ones to coach team members and review performance.
Ensure schedule adherence and compliance with Workforce Management guidelines for breaks, lunches, and overall adherence.
Complete project work such as promo code requests, financial transactions, fulfiller requests, vendor communications, and other ad hoc assignments.
Maintain up-to-date knowledge of Minted products, services, and policies via the knowledge base, trainings, and daily huddles.
Promote a positive team environment supporting morale and cooperation.
Manage coaching, development, and performance management; partner with Customer Service leadership and HR on employee relations as needed.
Produce a Weekly Business Review including team performance, coaching status, and accountability for QA, CSAT, and productivity ratings.
Requirements
Bachelor’s degree or equivalent work experience.
4+ years of customer service experience (preferred in eCommerce or retail).
1+ years of leadership experience in a customer service setting, including hands-on performance management and driving results.
Strong leadership, interpersonal, written, and verbal communication skills.
Ability to multitask and stay focused in a fast-paced environment with changing priorities; quick learner.
Strong work ethic, positive attitude, and proven problem-solving ability.
Comfort with technology; eCommerce familiarity preferred.
Strong computer/software skills, including Google Docs, Google Sheets, and Google Slides.
Dependable, flexible, and open to feedback within a continuous improvement culture.
Conditions
Flexible/variable hours required, including weekends, based on business needs.
Compensation varies by geographic tier and candidate location; role is eligible for stock options.
Benefits effective the first of the month following hire date.
Benefits include Medical, Dental, and Vision; employer-funded HSA; 10 paid holidays; PTO and sick leave; paid parental leave; monthly gym/wellness reimbursement; 401(k); employer-funded commuter benefits; employee discount; friends and family discount.
Identity verification conducted at the start of interviews.
Company uses AI-powered tools to support hiring processes with human review.