Manager, Customer Service

Summary

Join Minted as a Manager, Customer Service and lead a team of Customer Service Supervisors. You will set the standard for exceptional customer service, coach and develop leaders and frontline associates, and build strong partnerships with global leaders. Responsibilities include regular one-on-ones and skip-level meetings, performance management, and providing real-time feedback. You will also handle escalated concerns, draw insights from customer feedback, lead improvement projects, and play a key role in seasonal recruiting. This position requires a Bachelor’s degree or equivalent experience, 4+ years in customer service (preferably eCommerce or retail), and 3+ years of management experience. Data literacy is essential.

Requirements

• A Bachelor’s degree or commensurate experience
• 4+ years customer service experience, preferably in an eCommerce or retail setting
• 3+ years management experience with direct responsibility for quality & execution, including people management and development
• Strong data literacy; able to turn data into actionable insights and recommendations

Responsibilities

• Directly lead a team of Customer Service Supervisors who are responsible for day-to-day people management of a team of Customer Service Representatives and Leads
• Set the tone for best-in-class customer service and provide guidance, coaching, and development for leaders and frontline associates who bring this to life daily for our customers
• Build close partnerships with leaders at Minted’s global sites to help us raise the bar for experience and knowledge across all of our 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. You recognize that employee experience is just as important as customer experience, and intentionally support the creation of a great work environment
• Stay present and available for the broader Global 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
• Support the team directly in handling high-touch or escalated concerns, including handling customer contacts personally when required, and providing guidance and support after hours and on weekends as needed, especially in peak periods
• 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
• Play a key role in peak recruiting efforts for large scale seasonal growth for the domestic team in partnership with the Senior Manager of Customer Service and Recruiting. You have a strong eye for talent and a track record of growing & developing people

Preferred Qualifications

• Salesforce knowledge is a plus
• A love of design is a plus

Benefits

• Medical, Dental, and Vision Benefits
• Employer Funded Health Savings Account
• 10 Paid Holidays
• Paid Time Off and Sick Leave
• Paid Parental Leave
• Employer Paid Wellbeing Apps (e.g. Headspace and Calm)
• Monthly Gym/Wellness Reimbursement
• 401(k) retirement savings plan
• Employer Funded Commuter Benefits
• Employee Discount
• Friends and Family Discount
• This role is eligible for an annual performance bonus and stock options