Communications Specialist

Remote

Minted is seeking a Communications Specialist to execute on strategic communications projects and processes to support our Customer Operations department that scales to nearly 2,000+ seasonal team members during our busiest time of year. Customer Operations at Minted is a dedicated, dynamic, customer-obsessed, and resourceful group of Customer Service, Print Quality, and Design team members who are eager to do what it takes to create an exceptional customer experience. We work together to elevate the customer journey at Minted and continuously improve our collective operations.

Reporting to the Associate Project Manager of Customer Operations, the Communications Specialist will author internal and customer-facing content across multiple platforms including the internal Knowledge Base and Help Page. The right candidate will be an exceptional storyteller and subject matter expert, and will use their top-notch writing and communications skills to ensure team members and customers alike are provided with clearly defined processes, while authoring all content in alignment with the voice of Minted. You will have an analytical mind, and are able to navigate complex processes and take a data-driven approach to identify the best path forward for our team and customers. You’re comfortable working with cross-functional team members to identify solutions that benefit all stakeholders, connecting the dots to deliver clear messaging across a variety of platforms.

You Will:

Drive adoption and improve the trust of our internal knowledge base tool by authoring quality content in support of improved Customer Satisfaction scores and productivity; ensuring content is performing and is up-to-date
Take a data-driven approach to create Help Page content, focusing on bolstering our customer self-service rate and reduce the volume of contacts received by Customer Service by ensuring that we’re providing the best solutions for our customers
Build deflection pathways in our on-site deflection tool, balancing the right amount of self-service while ensuring that customers can find helpful content that they need and that we represent the Minted brand well
Become a strong subject-matter expert about Minted, serving as a resource for the team who can also leverage data to identify opportunities to improve customer experience
Improve the talking point selection available for all of our Customer Operations teams by building templates to address our most common contact reasons
Provide ad hoc communications support in our cross-functional crisis center during the holidays, the company’s busiest time of year
Use data analytics to measure the use and effectiveness of customer-facing communications and adjust approaches as needed to improve performance KPIs
Support the creation and distribution of global internal announcements to our customer operations team

You Are:

A wordsmithing whiz with a love of writing great content
A strong quantitative and analytical thinker
Dependable, courteous, with a great work ethic
A fast learner, able to take direction and quickly learn new policies, processes, and products
Organized and able to multitask and stay focused in a fast-paced environment with changing priorities
Resourceful, nimble, flexible and willing to pivot and support where needed
Obsessively customer-focused, with an understanding of how to offer an excellent customer experience

You Have:

A Bachelor’s degree
2-3+ years of work experience. Communications or marketing experience preferred.
Solid written and verbal communication skills; experience in creating engaging communication that drives understanding and execution from the end user
An enthusiastic and positive attitude, and are willing to do what it takes to get the job done
Salesforce and CSS/HTML knowledge a plus

About Minted:

Minted is a design platform bringing the best in independent design to consumers everywhere. The company's art, stationery, and textiles products have reached over 75 million homes worldwide.

Minted uses technology to bring unique, best-selling design to market at scale. Using its crowdsourcing technology, consumers are empowered to vote for the designs they love and want to see sold, ensuring that Minted always sells continuously fresh and trend-forward product. The winning designs are manufactured by Minted, enabling artists from around the world to share and sell their work while letting Minted do the rest. Since launch in 2007, the company has expanded to serve consumers in new categories including wall art, textiles, digital content and home decor, as well as serve major retailers and consumer products brands with data-backed design through licensing and wholesale partnerships.

Minted is headquartered in San Francisco, CA and currently employs 350+ full-time employees plus additional temporary workers during the holiday season. The company has raised over $300M from top-tier investors including Benchmark Capital, T. Rowe Price, Permira, Ridge Ventures, Technology Crossover Ventures, and Norwest Venture Partners. Angel investors include Marissa Mayer, Jeremy Stoppelman, Julia & Kevin Hartz, Yishan Wong, and more.

Minted is an Equal Opportunity Employer committed to inclusion and diversity. We welcome people of different backgrounds, experiences, abilities and perspectives and will consider all qualified applicants for employment in accordance with all state, local, and federal laws. Minted participates in the E-verify program. Minted's Job Applicant Privacy Policy.