Seasonal Customer Service Supervisor, Graphic Design Experience Required

This is a fully remote position, open to applicants in California, +1 more state.

📋 Description

• Serve as the direct supervisor for a team comprising 30 Assistants and 2 Specialists. You will conduct regular check-ins and one-on-one meetings to provide constructive performance feedback, assess metrics, and inspire the team to deliver empathetic, high-quality service.

• Collaborate closely with CS Shift Managers to oversee live phone queues and real-time communication platforms. Your role will involve ensuring that your team adheres to their schedules, effectively manages breaks, and reallocates resources to address phone volume surges.

• Partner with the Print Quality Supervisor to ensure alignment on technical guidelines, print limitations, and policy updates. You will guarantee that your team accurately diagnoses root causes and prepares files correctly for the processing team.

• Assist in managing the seasonal onboarding and nesting phases. You will work alongside your Specialists to address daily workflow inquiries, guide seasonal staff through common technical challenges, and reinforce productivity and quality objectives.

• Analyze team case data within Salesforce to identify recurring trends in print, design, or order issues. You will communicate these insights to leadership and compile regular performance updates outlining team coaching successes, quality metrics, and CSAT ratings.

• Remain accessible to your remote team via Slack and real-time communication channels. You will cultivate a culture of accountability, open communication, and high morale, especially during peak periods.

• Personally intervene in critical customer situations or complex print issues that necessitate a supervisor's intervention. You will work directly with customers to resolve issues efficiently while transforming unique challenges into learning experiences for the wider team.

⛳️ Requirements

• A minimum of 1 year of experience in directly supervising or leading a team in a fast-paced customer service, tech support, or production setting.

• At least 3 years of experience in customer service (preferably in eCommerce), with a strong grasp of phone queue management, workforce scheduling, and live support metrics.

• Capability to quickly learn Minted’s products, policies, and workflows. While graphic design expertise is not required, you should be comfortable navigating Adobe files and comprehending technical print defects.

• Experience in generating reports and tracking performance metrics using Salesforce Lightning and Google Suite (Docs, Sheets, Slides).

• Outstanding verbal and written communication skills, with the ability to effectively convey operational goals to your team and share pertinent data updates with leadership.

• Availability to consistently meet a flexible/variable work schedule, including mandatory weekend days based on business requirements during peak seasons.

🏝️ Benefits

• Seasonal employment

• Remote work options

• Professional development opportunities

• Flexible scheduling