Customer Service Supervisor

Responsibilities

• Supervise a team of 30 Assistants and 2 Specialists, providing performance feedback and motivation
• Partner with CS Shift Managers to monitor live phone queues and manage real-time communication channels
• Coordinate with the Print Quality Supervisor to ensure alignment on technical guidelines and print limitations
• Manage seasonal onboarding and nesting periods, guiding staff through technical hurdles
• Monitor team case data in Salesforce to identify recurring print, design, or order issue trends
• Foster a culture of accountability and high morale via Slack and real-time channels
• Resolve critical customer situations and complex print issues requiring supervisor authority

Requirements

• 1+ years of experience directly supervising or leading a team in customer service, tech support, or production
• 3+ years of experience in customer service, preferably in eCommerce
• Proficiency in phone queue management, workforce scheduling, and live support metrics
• Ability to navigate Adobe files and understand technical print defects
• Experience with Salesforce Lightning and Google Suite (Docs, Sheets, Slides)
• Ability to work a flexible schedule, including weekends, during peak seasons

About the Company

Minted is a marketplace that empowers a thriving community of independent artists to sell and scale their work. By connecting artists with a global audience, Minted brings the best in visual art, stationery, and home decor to millions of homes worldwide.