You will:
Serve as the direct supervisor of the CS Leads and CSRs on your team
Provide day-to-day support, subject matter expertise, and coaching for CSRs, motivating and supporting the team to resolve customer concerns
Drive productivity through contact prioritization via queue management and adherence monitoring
Work with the CS Leads to check in with each team member at the start of each shift to support and motivate the CSR; check out with each team member at the end of each shift to provide feedback and to recap the day
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
Host regular one-on-one meetings with team members to review weekly performance, provide coaching, and empower them to deliver consistently high-quality customer service through accountability and a supportive, customer-focused environment
Ensure that CS Leads and CSRs actively adhere to their schedules, stay focused on their work, and follow Workforce Management guidelines for breaks, lunches, and adherence
Complete project work, such as Promo Code requests, financial transactions, fulfiller requests, vendor communications, and other ad hoc tasks and projects as assigned by site leadership or other departmental leaders
Stay up-to-date on Minted products, services, and policy details, developing subject matter expertise in these areas.
Promote and build a positive and friendly environment supporting good morale and cooperation
Be responsible for coaching, development, and performance management of team members
Collaborate with cross-functional team members and leaders from other customer-facing teams, including design operations, print quality, social media, and influencer teams, to deliver a premium customer experience
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.
Partner with leaders and cross-functional teams to identify roadblocks impacting team performance or customer experience, and develop actionable recommendations and solutions to resolve them.
Produce a Weekly Business Review that outlines the performance of your team, including individual coaching status; responsible for Quality Assurance, CSAT, and Productivity ratings for your team members
You are:
Dependable and flexible
Professional, with leadership skills, and excellent interpersonal and communication skills
Someone who leads by example, setting the standard for how to operationalize high-touch, premium service to Minted customers
Able to multitask and stay focused in a fast-paced environment with changing priorities
Able to take direction and quickly learn new procedures, processes, and products
An expert on or the ability to quickly learn Minted products, policies, and processes
Open to feedback, believing in a culture of continuous improvement as you work toward individual and departmental goals
Comfortable sharing upward feedback and working closely with senior leaders to improve the associate and customer experience
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
You have:
A Bachelor’s degree or equivalent work experience
4+ years of customer service experience, preferably in an eCommerce or retail setting
1+ years of leadership experience in a customer service setting, including hands-on experience managing the performance of a team and driving results
Strong work ethic with a positive attitude and demonstrated problem-solving ability
Demonstrated leadership skills with excellent written and verbal communication skills
Great people skills, strong written and oral communication skills
Excellent computer/software skills (Google Docs, Sheets, and Slides)
