Senior Manager, Customer Service at Minted
Oakland, CA, US
The Senior Manager of Customer Service will be responsible for leading Minted’s best-in-class Customer Service team to ensure that customers have the best possible shopping experience. This is an extremely critical role given the complexity of our Customer Service needs and how we scale significantly for the holiday peak. You will balance your time and energy between managing the day-to-day operations and performance of the team and establishing strategies and processes that help scale the organization. You love deriving insights out of data and analysis just as much as you love rolling up your sleeves to resolve issues, coach team members and implement solutions. This role will report to the Director of Customer Operations and be based mostly in our Oakland office, with some expected travel to the San Francisco office for cross-functional meetings and company events.

You will:

    • Manage a team of 50+ Customer Service Associates in a fast-paced environment.  Maintain an efficient and highly productive environment, ensuring that the team is meeting and delivering a high standard of customer service.
    • Manage a team of 300+ seasonal Customer Service Associates during our busiest time of the year. This requires you to be able to scale yourself to monitor quality and performance in an efficient, strategic manner.
    • Develop operational plans to hit department and company KPIs and ensure operational plans are aligned with business objectives. Closely monitor and manage these KPIs and hold direct reports and the team accountable for hitting those metrics.
    • Manage relationships with offshore partners to ensure proper staffing and that those teams are hitting KPIs.  Hold 3rd party teams accountable for hitting KPIs.
    • Employ critical thinking and creative problem-solving skills to manage and build deep relationships as you develop solutions to increase both customer satisfaction and operational efficiency.
    • Formulate and implement policies and procedures to ensure seamless business operations. Be an internal advocate for customer needs and feature requests across product management, and internal support.
    • Conduct quarterly and annual performance evaluations. Develop team members and create an  ongoing pipeline of up & coming talent. When necessary, recommend and implement disciplinary action, and resolve any staff conflicts in a timely and professional manner.
    • Conduct detailed root-cause analysis and data mining around customer issues and Voice of the Customer.
    • Contribute to functional strategy development.

You are:

    • Highly empathetic, energetic, and passionate about solving problems.
    • Detail oriented and very organized, must be able to juggle multiple projects at once, in addition to the day-to-day activities.
    • A strong team player and have experience working effectively cross-functionally and across different levels of the company.
    • Analytically minded with solid Excel skills.

You have:

    • 3-5 years of people management experience is highly preferred.
    • Bachelor’s degree and 4+ years of experience at a high-growth, high speed startup or B2C company, preferably in Operations or Customer Support functions.
    • Outstanding verbal and written communication skills.
    • Working knowledge of Salesforce a plus.
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.

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