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TITLE

 

Customer Service Quality Manager

COMPANY

 

Minted

LOCATION

 

Oakland, CA, US

Description

The Customer Service Quality Manager is responsible for developing quality assurance policies and procedures to ensure the best quality service is delivered to Minted customers. The Manager will ensure that thorough and consistent quality audits are conducted  in a timely manner and that information from audit findings are incorporated into development plans. The successful candidate must be an excellent communicator with a strong background in customer service and the ability to thrive in a fast paced environment while driving a great customer experience.

You will:

    • Develop and implement effective quality control processes incorporating the Minted brand, customer needs and business requirements.
    • Develop and implement quality standards/metrics and reporting and serve as the point of contact within the customer service management team for the overall quality of service.
    • Perform quality monitoring to ensure standards are being met.
    • Conduct root cause case investigations and analysis to ensure that proper corrective and preventive actions are identified and implemented.
    • Work closely with the training team to develop and implement initiatives to address quality improvement opportunities.
    • Develop systems and measurements to highlight opportunities for improvement throughout the department for service quality, productivity and overall performance.

You are:

    • Able to develop and maintain strong relationships with internal and external partners
    • A strong team member and are able to collaborate well with others to achieve business objectives
    • Someone with excellent judgement

You have:

      • 2-5 years’ experience managing quality programs for a Customer Care team with multiple locations
      • 2+ years' people leadership experience
      • A Bachelor’s degree
      • Experience in Microsoft Office and Google applications, Salesforce experience a plus
      • Demonstrated decision making skills and able to balance risk and rewards to the business
      • Strong interpersonal and communication skills with the ability to manage and motivate employees’ and partner’s performance
 
About Minted
 
Minted is a design platform whose mission it is to bring the best in independent design to consumers everywhere. The company's art, stationery, and textiles products have reached over 40 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 that is committed to inclusion and diversity. We welcome people of different backgrounds, experiences, abilities and perspectives and will consider for employment all qualified applicants with arrest and conviction records. Minted participates in the E-verify program.

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