Customer Service Representative - Print Production - 2026

Minted is a company that empowers independent artists to sell and scale their work. They are seeking a Print Quality Resolution Assistant who will work directly with customers to resolve post-print issues and ensure high-quality products. The role involves providing immediate support, troubleshooting design files, and acting as a liaison for quality and replacement order needs.

Responsibilities:

• Respond to calls, emails, and chats from customers in accordance with our policies and procedures; handle and resolve all customer concerns by providing accurate information with empathy and grace
• Act as the primary expert for live contacts (specializing in phone support) and guide the customer through the order replacement process. You will identify root causes, provide immediate solutions, and replace orders in real-time
• Review incoming requests to determine if an issue is an internal error or a customer-driven change. Ensure every case is accurately vetted and documented at the point of intake
• Open and navigate Adobe Illustrator and Photoshop files to diagnose print issues, proofread and edit design files as needed
• Work cross-functionally to ensure a seamless transition for customers moving from general support to the Print Quality queue
• Record detailed technical data within Salesforce to help the team track trends and recurring print/design issues
• Ensure that all replacement order requests are accurately documented and prepped so the Processing Team can fulfill the replacement order without further investigation. Work closely with the Print Quality team to align on best practices and ensure consistency across the team

Requirements:

• Must reside in the following states to be considered for a Seasonal Role: AR, AZ, CO, CT, FL, GA, ID, IL, KS, LA, ME, MN, MO, MT, NC, NJ, NV, OK, OR, TN, TX, UT, VA, WA, WI
• Excellent written and verbal communication skills, with the ability to adjust your tone for live interactions
• Proficiency in Adobe Illustrator, Photoshop, and Acrobat Pro
• The ability to think critically to solve complex print and design problems on the fly
• The ability to work effectively in a remote, team-oriented environment, engaging effortlessly with coworkers and taking feedback well
• Ability to work a schedule that includes at least one weekend day
• You are able to positively and efficiently resolve customer concerns, prioritize multiple tasks in a fast-paced, high-volume environment, and remain calm and focused while troubleshooting errors during live customer interactions
• You excel at explaining product limitations and other issues to customers, turning a 'less than perfect' experience into a win
• You believe that quality and accuracy are critical, even when working in a fast-paced environment
• You seek out ways to resolve issues on the first contact and look for opportunities to improve the triage and intake workflows
• You are receptive to change and open to evolving priorities as seasonal volume shifts
• Experience with Salesforce Lightning and Google Suite
• Proficiency in Adobe Lightroom