Responsibilities
- Act as the direct supervisor for your team of 30 Assistants and 2 Specialists, hosting regular check‑ins and one‑on‑ones to provide clear performance feedback, review metrics, and motivate the team to deliver empathetic, high‑touch service.
- Partner directly with CS Shift Managers to monitor live phone queues and real‑time communication channels, ensuring the team adheres to schedules, manages breaks efficiently, and shifts resources to handle phone spikes as volume fluctuates.
- Work closely with the Print Quality Supervisor to stay fully aligned on technical guidelines, print limitations, and policy updates, ensuring your team accurately identifies root causes and properly preps files for the processing team.
- Help manage seasonal onboarding and nesting periods, guiding seasonal staff through common technical hurdles and reinforcing productivity and quality goals.
- Monitor team case data within Salesforce to identify recurring print, design, or order issue trends, surfacing insights to leadership and producing regular performance updates that outline coaching wins, quality metrics, and CSAT ratings.
- Stay present and available for your remote team via Slack and real‑time channels, fostering a culture of accountability, open communication, and high morale during peak periods.
- Step in personally to handle critical customer situations or highly complex print issues that require a supervisor’s authority, working directly with the customer to resolve the problem smoothly while turning unique edge cases into learning opportunities for the broader team.
Requirements
- 1+ years of experience directly supervising or leading a team in a fast‑paced customer service, tech support, or production environment.
- 3+ years of experience in customer service (preferably eCommerce), with a solid understanding of phone queue management, workforce scheduling, and live support metrics.
- The ability to quickly learn Minted’s products, policies, and workflows; while you do not need to be a graphic designer, you must be comfortable learning how to navigate Adobe files and understand technical print defects.
- Experience running reports and tracking performance metrics inside Salesforce Lightning and Google Suite (Docs, Sheets, Slides).
- Excellent verbal and written skills, with the ability to clearly translate operational goals to your team and share meaningful data updates upward to leadership.
- Ability to reliably meet a flexible/variable work schedule, including required weekend days based on business needs during peak seasons.
Core Competencies
Demonstrates strong leadership in supervising a team, effectively managing customer service operations, and utilizing Salesforce for performance tracking. Capable of fostering a high‑performance culture while ensuring adherence to technical guidelines and quality standards.
#J-18808-Ljbffr
