Seasonal Customer Service Shift Lead - 2025

Must reside in the following states to be considered for a Seasonal Role:

AR, AZ, CO, CT, FL, GA, ID, IL, KS, LA, ME, MN, MO, MT, NC, NJ, NV, OK, OR, TN, TX, UT, VA, WA, WI 

Please note: This is a remote seasonal role, starting in October through December 2025. Do you thrive in a fast-paced, lively atmosphere?  Do you love working with people, solving problems, and providing exceptional service? If so, read on!

The Role:

As a Customer Service (CS) Shift Lead, you will be an instrumental part of ensuring the most exceptional contact quality and service possible for Minted’s customers. Reporting to the Customer Service Shift Manager, the CS Shift Lead is a critical part of Minted's daily customer operations. The CS Shift Lead is responsible for successful service delivery during their designated shifts by tracking real-time SLAs, managing cross-functional and departmental communications, and providing in-the-moment management responsibilities across shifts. The ideal candidate is motivated, solution- and detail-oriented, and excited about rolling up their sleeves to ensure Minted’s customers receive excellent service. 

• Ensure that all contact channels and case queues among teams are in balance by providing real-time support to sites and reallocating resources as needed to maintain proper phone, email, and chat coverage
• Directly responsible for ensuring that contact center SLAs and metrics are met; this role is directly accountable for departmental SLA attainment
• Lead regular daily meetings to ensure all global contact center sites understand daily goals and priorities and are ready to execute daily plans
• Provide real-time support to global contact center site leadership by answering questions that arise to ensure that customers have the best experience possible
• Produce daily reports and Huddle Decks, and circulate with the Customer Service team, including coordination with Communications, Quality, and Training stakeholders regarding relevant updates
• Serve as a cross-functional liaison and respond to tasks and emails for cross-company and departmental support
• Partner with Workforce Management to track and assign projects across teams and to ensure daily schedules include coverage for specialty queues and live channels
• Support coordination between internal teams to ensure projects are being completed in a timely fashion
• Contribute to additional ad hoc projects related to customer service and shift management, as needed

• Someone who thrives in a fast-paced, dynamic environment where flexibility, adaptability, and nimbleness prevail
• A strong communicator (written and verbal) and an active listener who comes with an open mind and is able to effectively incorporate cross-functional partners in key decisions
• Results-oriented; comfortable in work environments that are outcome-oriented and merit-based, and are highly motivated by goal accomplishment
• A collaborative thinker. You enjoy an environment that has been structured for collaboration, drawing on strong functional areas to build your business
• Open to feedback, believing in a culture of continuous improvement as you work toward individual and departmental goals

• A Bachelor’s degree or equivalent work experience
• 2+ years of experience in a retail or eCommerce customer service environment
• 1+ years experience managing SLAs & using real-time and historical contact center data to make decisions
• Quick learner who thrives in a fast-paced environment and has proven ability to multi-task
• 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)
• Experience with Salesforce or other CRM software a plus
• Ability to work independently with minimal supervision while fostering a strong team atmosphere

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 Base Salary Range 2 - Includes CO, IL, NJ, OR, TX, VA, WA - $22.71/hr

Geo Base Salary Range 3 - Includes AR, AZ, CT, FL, GA, ID, KS, LA, ME, MN, MO, MT, NC, NV, OK, TN, UT, WI - $20.84/hr

Benefits:

- Paid Sick Leave

- Minted Friends and Family Discount

- Access to employee perks portal

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.

About Minted:

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’re here for the emerging talent ready to take off, the local favorites ready to grow, and the established artists ready to dream bigger.

At Minted, our people don’t just believe in the power of art–we live it. We have our finger on the pulse of what’s new and now. We’re obsessed with great design, art, and interiors. We’re in galleries, at fairs, and constantly finding inspiration online. We seek undiscovered talent that deserves to stand up and stand out. 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.

Our marketplace brings the best in independent design to consumers everywhere. We recognize the challenges independent artists face, and we leverage our resources to level the playing field and create a platform that gives artists the freedom to develop their craft and grow their business.

We are headquartered in San Francisco, CA and currently employ 350+ full-time employees, plus additional temporary workers during the holiday season. We have 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 committed to inclusion and diversity. We welcome people of different backgrounds, experiences, abilities and perspectives and will consider all qualified applicants for employment in accordance with all state, local, and federal laws. Minted participates in the E-verify program.

How Our Process Works:

Minted uses technology and innovative practices 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.