Seasonal Customer Service Team Lead

San Francisco, CA

As a Customer Service Lead, you will be an instrumental part of ensuring the most exceptional contact quality and service possible for Minted’s customers. CS Leads are responsible for working closely with and providing daily support to a team of Customer Service Representatives (CSRs). Reporting to a Team Supervisor, you will serve as a Minted subject matter expert, providing in-the-moment coaching and support to allow the team to deliver excellent service. Team Leads will use problem-solving and people skills to support the team through multiple channels, driving productivity while monitoring incoming contact volumes, SLAs, and associated prioritization to tackle the highest priority cases first. Team Leads have excellent written and verbal communication skills and are savvy in working with a variety of systems and technology. Your #1 objective is to offer the best experience possible for any customer interacting with Minted, and you support CSRs to do this by offering hands-on team support.

Responsibilities:

You will:

Provide day-to-day support, subject matter expertise, and real-time coaching for Customer Service Representatives, motivating and supporting the team to resolve customer concerns
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
Oversee the team to drive productivity through contact prioritization via queue management and adherence monitoring
Provide interval updates to the team, sharing hourly progress versus SLA targets
Navigate and resolve financial transactions and support vendor communications required to resolve customer concerns
Serve as the first line of defense for escalations for the broader Customer Service team
Approve service recovery requests and produce promo codes
Stay up-to-date about the knowledge base for Minted products, services, and policy details and updates by reviewing the Customer Service knowledge base, as well as training updates, and daily huddle announcements
Work closely with the Team Supervisor to support the CSR coaching process
As time permits, support answering email and other contacts; support ad hoc projects, such as Training and Quality Assurance support
In partnership with your Customer Service Team Supervisor, responsible for Quality Assurance, CSAT, and Productivity for your team
Promote a positive and friendly environment supporting good morale and cooperation

You are:

Professional, with leadership skills, and excellent interpersonal and communication skills
Someone who leads by example, enthusiastically encouraging team members to follow Minted best practices and departmental policies
Able to take direction and quickly learn new procedures, processes, and products
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 and adhere to company attendance policy

You have:

A Bachelor’s degree or equivalent work experience
2+ years of experience in a Customer Service role required, with proven excellence and an overall understanding of customer satisfaction
A proven track record of supporting Minted customers with exceptional service
Excellent written and verbal communication skills
Detail-oriented, problem solver, promotes a positive team environment
Excellent computer/software skills. (Google Docs, Sheets, and Slides)
Experience with Salesforce or other CRM software a plus

Must reside in the following states to be considered for a Seasonal Role:

AZ, CA, CO, CT, DC, FL, GA, ID, IL, IN, KS, LA, MA, ME, MI, MN, MO, MT, NH, NJ, NV, NY, NC, OH, OK, OR, RI, PA, TX, UT, VT, VA, WA, WI