Customer Service Team Supervisor

 

As a Customer Service Team Supervisor, you will help ensure the most exceptional contact quality and service possible for Minted’s customers. Reporting to the Senior Manager, Customer Service, Team Supervisors will be responsible and directly accountable for the execution of their team of Customer Service Leads (CS Leads) and Customer Service Representatives (CSRs). Successful Team Supervisors will motivate their teams and ensure that CSRs are professional and personable, demonstrating strong empathy for customers while achieving productivity, quality, and attendance goals. Team Supervisors are energetic, supportive, and detail-oriented team members who are ready to roll up their sleeves and do what it takes to support a great customer experience.

Serve as the direct supervisor of the CS Leads and CSRs on your team

Provide day-to-day support, subject matter expertise, and coaching for CSRs, motivating and supporting the team to resolve customer concerns

Drive productivity through contact prioritization via queue management and adherence monitoring

Work with the CS Leads to check in with each team member at the start of each shift, to support and motivate the CSR; check out with each team member at the end of each shift to provide feedback and to recap the day

Stay present and available for the broader Customer Service team, including monitoring communications, answering questions, and providing real-time feedback via Slack and Google Hangouts

Host regular one-on-ones with each team member, providing coaching and reviewing their current performance

Ensure that CS Leads and CSRs actively adhere to their schedules, stay focused on their work, and follow Workforce Management guidelines for breaks, lunches, and adherence

Complete project work, such as Promo Code requests, financial transactions, fulfiller requests, vendor communications, and other ad hoc tasks and projects as assigned by site leadership or other departmental leaders

Stay up-to-date on Minted products, services, and policy details and updates by reviewing the Customer Service knowledge base, as well as training updates, and daily huddle announcements

Promote and build a positive and friendly environment supporting good morale and cooperation

Be responsible for coaching, development, and performance management of team members, including resolving employee relations concerns in close partnership with the  Manager of Customer Service and Human Resources, as needed

Produce a Weekly Business Review that outlines the performance of your team, including individual coaching status; responsible for Quality Assurance, CSAT, and Productivity ratings for your team members

Dependable and flexible

Professional, with leadership skills, and excellent interpersonal and communication skills

Someone who leads by example, enthusiastically encouraging team members to follow Minted's best practices and departmental policies

Able to multitask and stay focused in a fast-paced environment with changing priorities

Able to take direction and quickly learn new procedures, processes, and products

An expert on the ability to quickly learn Minted products, policies, and processes

Open to feedback, believing in a culture of continuous improvement as you work toward individual and departmental goals

Comfortable using technology; ideally familiar and experienced with eCommerce

Able to reliably meet a required flexible/variable hour work schedule, including weekends, based on business needs

A Bachelor’s degree or equivalent work experience

4+ years of customer service experience, preferably in an eCommerce or retail setting

1+ years of leadership experience in a customer service setting, including hands-on experience managing the performance of a team and driving results

Quick learner who thrives in a fast-paced environment and has proven ability to multitask

Strong work ethic with a positive attitude and demonstrated problem-solving ability

Demonstrated leadership skills with excellent written and verbal communication skills

Great people skills, strong written and oral communication skills

Excellent computer/software skills (Google Docs, Sheets, and Slides)