Customer Service Team Supervisor

Role Overview

• 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 Chat/Meet
• 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

Requirements

• 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)

Benefits

• Medical, Dental, and Vision Benefits
• Employer Funded Health Savings Account
• 10 Paid Holidays
• Paid Time Off and Sick Leave
• Paid Parental Leave
• Monthly Gym/Wellness Reimbursement
• 401(k) retirement savings plan
• Employer Funded Commuter Benefits
• Employee Discount
• Friends and Family Discount