Customer Service Team Supervisor

Описание вакансии

The Role:

As a Customer Service Team Supervisor, you will help ensure the most exceptional contact quality and service possible for Minted’s customers. Reporting to the Senior Manager, Customer Service, Team Supervisors will be responsible and directly accountable for the execution of their team of Customer Service Leads (CS Leads) and Customer Service Representatives (CSRs). Successful Team Supervisors will motivate their teams and ensure that CSRs are professional and personable, demonstrating strong empathy for customers while achieving productivity, quality, and attendance goals. Team Supervisors are energetic, supportive, and detail-oriented team members who are ready to roll up their sleeves and do what it takes to support a great customer experience.

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-ones with each team member, providing coaching and reviewing their current performance
• 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 and updates by reviewing the Customer Service knowledge base, as well as training updates, and daily huddle announcements
• Promote and build a positive and friendly environment supporting good morale and cooperation
• Be responsible for coaching, development, and performance management of team members, including resolving employee relations concerns in close partnership with the  Manager of Customer Service and Human Resources, as needed
• 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, enthusiastically encouraging team members to follow Minted's best practices and departmental policies
• 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 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 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
• Quick learner who thrives in a fast-paced environment and has proven ability to multitask
• 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)

Compensation:

The compensation range for the role applies to employment offers from Minted. Our employment offers fall between the minimum and midpoint of the range to allow for continued salary growth during your employment at Minted. The upper half of the range accommodates this growth and supports our intention to create an environment that encourages lasting relationships between Minted and our employees.

Minted utilizes a market-based compensation model with four geographic tiers. Final compensation is determined based on the candidate’s primary work location, defined as their residence within 60 miles of a metropolitan area:

Geo 2: Boston, MA; Washington, DC; Chicago, IL; Seattle, WA; Austin, TX; Atlanta, GA; Portland, OR - $24.82/hr - $32.57/hr

Geo 3: All other U.S. metro locations - $22.78/hr - $29.89/hr

Salaries will vary based on various factors, including but not limited to professional and academic experience, associated job responsibilities, and/or other business or organizational needs.

This role is eligible for stock options.

Benefits:

Benefits will be effective on the first of each month following your initial hire date.

• 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

DISCLAIMER:

We verify identity at the start of interviews to ensure fairness and security. We reserve the right to withdraw candidates who misrepresent their identity, experience, or qualifications at any stage of the process.

Notice of AI Use in Employment Decisions:

We use AI-powered tools, including Brainner AI, to support our hiring and employment processes. These tools help assess job-related qualifications and improve efficiency, but all decisions involve human review.