Minted

• 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 • 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 • Stay present and available for the broader Customer Service team • Host regular one-on-one meetings with team members to review weekly performance and provide coaching • Ensure that CS Leads and CSRs actively adhere to their schedules • Complete project work, such as Promo Code requests, financial transactions, and vendor communications • Stay up-to-date on Minted products, services, and policy details • Promote and build a positive and friendly environment supporting good morale and cooperation • Collaborate with cross-functional team members and leaders from other customer-facing teams • Build close partnerships with leaders at Minted’s global sites • Partner with leaders and cross-functional teams to identify roadblocks impacting team performance or customer experience • Produce a Weekly Business Review that outlines the performance of your team

Role Description The Minted Holiday Concierge will join our team to provide virtual consultations for our customers, helping them navigate their holiday shopping with ease and creating a lasting positive relationship with our brand. In this seasonal role, your focus will be on building genuine connections, using your design and product knowledge to help customers find exactly what they need, and ensure a seamless holiday experience. Reporting to the Associate Manager, Celebrations Concierge, you will be an empathetic and passionate team member whose main objective is to offer the best possible customer experience while helping drive seasonal success. Our operation is open 7 days per week; candidates must be available to work weekends and evenings. The hours & schedule for the role are variable based on holiday demand. - Host 30-minute live, on-camera consultations to help customers personalize their holiday stationery designs. - Actively support revenue growth by leveraging soft sales strategies and tactics, ensuring customers feel comfortable throughout the process. - Upsell and cross-sell during all consultations in order to help the customer find the best possible stationery and/or decor. - Serve as dedicated customer advocate and brand ambassador, influencing the premium, positive perception of Minted. - Answer questions about Minted’s full suite of products and services, customization, and assistance with how to place orders. - Collaborate with cross-functional teams when additional support is needed. - Document customer interactions thoroughly and accurately in our CRM. - Use tools & training to respond to inquiries and ensure our customers’ satisfaction. - Attain the highest quality possible, with accountability for your own Quality and Productivity KPIs. - Perform additional duties and projects as assigned by management. Qualifications - Able to confidently, positively, and efficiently guide the customer through Minted’s product and service offerings, and prioritize multiple tasks in a fast-paced, high-volume environment. - Personable and engaging, building relationships with customers, including cross-selling and up-selling. - Able to take direction and quickly learn new procedures, processes, and products. - Open to feedback, believing in a culture of continuous improvement as you work toward individual and departmental goals. - Technologically adept; familiarity and experience with eCommerce a plus. - Able to reliably meet a required flexible/variable hour work schedule including weekends (at least one weekend day is required) based on business needs and adhere to company attendance policy. Requirements - Strong sales orientation and love for supporting the customer. - A calm, professional working environment conducive to a high-touch consultation. - Excellent written and verbal communication skills. - High attention to detail, are organized, and able to follow through. - Experience with Salesforce or other CRM software a plus. - The ability to appropriately represent the Minted brand on screen with customers. - A Bachelor’s degree or equivalent work experience. - 2+ years of experience working with customers (preferably at a premium brand). - Sales, concierge, or account management experience required. Compensation The compensation range for the role applies to employment offers from Minted. Our employment offers fall between the minimum and midpoint of the range to allow for continued salary growth during your employment at Minted. The upper half of the range accommodates this growth and supports our intention to create an environment that encourages lasting relationships between Minted and our employees. - Geo 2: Boston, MA; Washington, DC; Chicago, IL; Seattle, WA; Austin, TX; Atlanta, GA; Portland, OR - $22.23/hr - Geo 3: All other U.S. metro locations - $20.40/hr Salaries will vary based on various factors, including but not limited to professional and academic experience, associated job responsibilities, and/or other business or organizational needs. Contract Details *CONTRACT END DATE - 12/31/2026* Disclaimer We verify identity at the start of interviews to ensure fairness and security. We reserve the right to withdraw candidates who misrepresent their identity, experience, or qualifications at any stage of the process. Notice of AI Use in Employment Decisions: We use AI-powered tools, including Brainner AI, to support our hiring and employment processes. These tools help assess job-related qualifications and improve efficiency, but all decisions involve human review. Company Description Artists shape culture. They spark conversation, create connection, and bring beauty into the world. Minted is where they come together to reach further. Our marketplace empowers a thriving community of independent artists to sell and scale their work. We nurture self-expression, cultivate community, and bring the best in visual art to a global audience. - We’re building a new way to discover the world’s best creative talent. - We connect with artists that have something to say, and we collaborate to amplify their work. - The Minted community’s art, stationery, and textiles products have reached over 75 million homes worldwide. - We are headquartered in San Francisco, CA and currently employ 350+ full-time employees, plus additional temporary workers during the holiday season. - Minted is an Equal Opportunity Employer committed to inclusion and diversity.

• Handle phone, email, live chat, and social media interactions with a high degree of ownership and warmth. • Resolve unique customer concerns, custom product inquiries, and fulfillment challenges promptly and professionally without relying on a rigid script. • Leverage detailed internal knowledge base to augment your service approach: you don't have to know everything about design, photos, and printing, but you'll need to be great at using documented knowledge alongside your natural, elevated service skills to help find answers to customer questions and deliver great experiences. • Manage multi-system workflows by cross-referencing order information, checking custom design files, verifying inventory tools, and processing order adaptations on the fly. • Document customer interactions thoroughly and accurately within Salesforce or other advanced CRM platforms while adhering to data policies. • Identify operational errors or platform friction points and share proactive insights with Customer Service leadership to improve the broader customer journey. • Maintain a high bar: deliver consistently strong quality in every interaction, while having accountability for being available for customers when they need us through efficient time management and proactive communication with leadership.

• Act as the direct supervisor for your team of 30 Assistants and 2 Specialists. You’ll host regular check-ins and one-on-ones to provide clear performance feedback, review metrics, and motivate the team to deliver empathetic, high-touch service • Partner directly with CS Shift Managers to monitor live phone queues and real-time communication channels. You will ensure your team is adhering to their schedules, managing breaks efficiently, and shifting resources to handle phone spikes as volume fluctuates • Work closely with the Print Quality Supervisor to stay fully aligned on technical guidelines, print limitations, and policy updates. You will ensure your team is accurately identifying root causes and cleanly prepping files for the processing team • Help manage the seasonal onboarding and nesting periods. You will work with your Specialists to answer day-to-day workflow questions, guide seasonal staff through common technical hurdles, and reinforce productivity and quality goals • Monitor team case data within Salesforce to identify recurring print, design, or order issue trends. You will surface these insights to leadership and produce regular performance updates that outline team coaching wins, quality metrics, and CSAT ratings • Stay present and available for your remote team via Slack and real-time channels. You will foster a culture of accountability, open communication, and high morale during our busiest peak periods • Step in personally to handle critical customer situations or highly complex print issues that require a supervisor's authority. You will work directly with the customer to resolve the problem smoothly while turning unique edge cases into learning opportunities for the broader team

• Act as the direct supervisor for your team of 30 Assistants and 2 Specialists. You’ll host regular check-ins and one-on-ones to provide clear performance feedback, review metrics, and motivate the team to deliver empathetic, high-touch service • Partner directly with CS Shift Managers to monitor live phone queues and real-time communication channels. You will ensure your team is adhering to their schedules, managing breaks efficiently, and shifting resources to handle phone spikes as volume fluctuates • Work closely with the Print Quality Supervisor to stay fully aligned on technical guidelines, print limitations, and policy updates. You will ensure your team is accurately identifying root causes and cleanly prepping files for the processing team • Help manage the seasonal onboarding and nesting periods. You will work with your Specialists to answer day-to-day workflow questions, guide seasonal staff through common technical hurdles, and reinforce productivity and quality goals • Monitor team case data within Salesforce to identify recurring print, design, or order issue trends. You will surface these insights to leadership and produce regular performance updates that outline team coaching wins, quality metrics, and CSAT ratings • Stay present and available for your remote team via Slack and real-time channels. You will foster a culture of accountability, open communication, and high morale during our busiest peak periods • Step in personally to handle critical customer situations or highly complex print issues that require a supervisor's authority. You will work directly with the customer to resolve the problem smoothly while turning unique edge cases into learning opportunities for the broader team

• Incorporate customer requests, text, and photos into designs • Create polished and professional print-ready proofs with typographic legibility and consistency • Proofread the customer-entered text • Ensure the photo quality of customer-supplied photos • Recolor and edit images based on customer requests • Review the work of fellow designers to ensure the quality of design and accuracy of edits before sending a digital proof to the customer • Collaborate with customers through written communication to modify and finalize designs • Assist with design-related questions from internal teams • Resolve escalated customer orders with design-related issues • Work directly with customers via email or screen-share as needed • Uphold service-level standards by meeting quality, productivity, and response-time expectations

• Update data fields in multiple CRM databases using a given list of inputs or information to match • Use available resources, including internal and external sources, to validate information and make edits as needed, occasionally requiring deeper research or partnership to ensure data is exactly right • Work with leaders and other partners to resolve unclear or missing data to ensure a flawless final product • Work on data entry or research tasks as needed

• Respond to calls, emails, and live chats from customers in accordance with our policies and procedures; handle and resolve all customer concerns by providing accurate information with empathy and grace • Provide customers with support about Minted products and promotions, as well as general order information; provide assistance with processing orders and customizing designs • Identify and escalate priority issues that need immediate attention • Document customer interactions thoroughly and accurately in our CRM, while following departmental policies • Use support tools & training, including our knowledge base, to respond to inquiries and ensure our customers’ satisfaction and a high-quality service experience • Identify opportunities for improving the customer experience and share those with Customer Service leadership • Attain the highest quality possible, with accountability for your own Quality and Productivity KPIs

• Host wedding consultations with customers over video consultations, orienting them with their wedding vision while helping them find their dream wedding stationery • Upsell and cross-sell during all consultations to help the customer find the best possible stationery for their Wedding • Serve as a dedicated customer advocate and brand ambassador, influencing the prospective customer’s perception of Minted • Answer questions about Minted’s full suite of products and services, customization, assistance with how to place orders, and how to access a Designer • Liaise with other departments when the customer needs additional support or services • Document customer interactions thoroughly and accurately in our CRM, while following departmental policies • Use support tools & training, including our knowledge base, to respond to inquiries and ensure our customers’ satisfaction and a high-quality concierge experience • Identify opportunities for improving the customer experience and merchandise, and share those with leadership • Actively support revenue growth by leveraging soft sales strategies and tactics, while closely aligning with the Minted brand and ensuring that customers feel comfortable throughout the process • Attain the highest quality possible, with accountability for your own Quality and Productivity KPIs

• 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