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TITLE

 

Associate Manager, Community Support

COMPANY

 

Minted

LOCATION

 

San Francisco, CA, US

Description

Minted is seeking an empathetic, outgoing, detail-oriented communicator and problem-solver for our Associate Manager of Community Support role on the Artist Relations team. Community Support is on the front line of supporting our community of thousands of independent artists who are the lifeblood of Minted. We support our artist community through multiple channels such as mass communications, knowledge portal, 1:1 email support, group chats, conference calls and our community Facebook group.
 
Reporting to the Director of Artist Relations, this role requires strong communication, cross-functional collaboration, and problem-solving skills to provide best in class service to our artists. You must enjoy providing excellent customer service and building strong relationships with individuals. In addition to providing artist support, this role will also manage two Community Support Specialists and own the reporting, processes, and tools for our artist community CRM. This role will ensure that artists receive proactive communication from Minted that is timely, accurate, and effective.

You will:

    • Own individual artist email cases and deliver a high standard of service.
    • Manage and maintain a highly productive Community Support team who is on the frontline of answering artist questions. Conduct quarterly and annual performance evaluations and develop team members.
    • Manage any escalated, sensitive emails, Facebook posts or chat cases in partnership with the Director of Artist Relations and, at times, the SVP of Artists and Partnerships.
    • Manage the seasonality and volume of artist contacts and determine the resource solution needed to maintain timely communications with artists in a fast-paced environment.
    • Monitor and manage Support team metrics and artist feedback. Analyze artist data, conduct detailed root-cause analysis, and report out on important data analysis and artist issues. Develop solutions and determine the right channels to address artist feedback. Formulate and implement policies and procedures to ensure seamless artist support operations. Be an internal advocate for artist needs and product requests across merchandising, brand, marketing, product management, and engineering teams.
    • Be the product owner and subject matter expert for artist support tools, including Salesforce, Zendesk, and internal tools that allow us to communicate to and receive artwork files from our artists
    • Manage all recurring artist communications, such as Design Challenge emails, announcements, individual updates about artists’ work, and act as the conduit between Minted and the artist for business updates.
    • Manage all communication and responses in Minted’s Community Facebook group.  
    • Manage Minted’s artist knowledge repository and ensure that the content is useful, accurate, and up to date.

You are:

    • You do what it takes to ensure every artist has a great experience with Minted, which involves working with cross-functional teams and sometimes making fast decisions and executing tasks quickly.
    • You love interacting with people and have excellent interpersonal skills and good judgement which enable you to build trust with your team, other teams, and Minted artists.
    • You enjoy rolling up your sleeves and communicating directly with artists and solving problems on their behalf. You care about the small details in serving artists needs and managing relationships.
    • You are a critical thinker and creative problem-solver who can develop solutions to increase both artist satisfaction and operational efficiency.
    • You have impeccable follow-through and are extremely detail and process-oriented, balancing short-term and long-term needs.
    • You care a lot about bench succession and developing career paths for your direct reports.

You have:

    • Bachelor’s degree required
    • 3-5 years of business experience, preferably in an external-facing customer service, community management or client service role.
    • You have outstanding written and verbal communication and can craft effective and clear communications quickly.
    • You can communicate and summarize data, analysis, and feedback in a compelling way and you have the ability to influence key stakeholders and teams without direct authority.
    • You have experience in Excel, HTML, task management, CRM (Salesforce, Zendesk, etc.) and knowledge of design tools (e.g., Adobe Photoshop and Illustrator).
    • You have experience managing individual contributors, having formally evaluated team members for performance reviews.
    • You have a passion for design, art, or other creative fields and are excited about Minted’s mission of supporting independent artists.

Apply for the job

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