You must live in one of the following states to be eligible for this seasonal position: 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 position running from October through December 2025. Are you energized by a fast-paced, dynamic environment? Do you enjoy helping people, solving problems, and delivering outstanding service? If so, keep reading!

About the Role:
As a Customer Service Shift Lead, you’ll play a key role in delivering top-tier service to Minted’s customers. Reporting to the Customer Service Shift Manager, you’ll oversee service quality during your assigned shifts by monitoring real-time performance, coordinating communication across teams, and managing operations in the moment. We’re looking for someone who is proactive, detail-oriented, and passionate about ensuring a great customer experience.

Responsibilities:

– Monitor and balance contact channels and case queues in real time, reallocating resources to maintain coverage across phone, email, and chat.
– Ensure service level agreements (SLAs) and key performance metrics are consistently met.
– Lead daily meetings to align global contact center teams on goals and priorities.
– Provide real-time support to contact center leadership to resolve issues and enhance customer experience.
– Create and distribute daily performance reports and updates in collaboration with Communications, Quality, and Training teams.
– Act as a liaison across departments, responding to internal requests and emails.
– Work with Workforce Management to assign projects and ensure proper scheduling for specialized queues and live support.
– Coordinate with internal teams to ensure timely project completion.
– Contribute to additional customer service and shift management projects as needed.

Who You Are:

– You excel in a fast-moving, ever-changing environment and adapt quickly.
– You’re an excellent communicator and active listener who values collaboration.
– You’re results-driven and motivated by achieving goals.
– You thrive in a team-oriented setting and value cross-functional input.
– You’re open to feedback and committed to continuous improvement.

Qualifications:

– Bachelor’s degree or equivalent experience.
– At least 2 years of experience in retail or eCommerce customer service.
– Minimum 1 year of experience managing SLAs and using contact center data to inform decisions.
– Quick learner with strong multitasking abilities.
– Positive attitude and strong problem-solving skills.
– Proven leadership and excellent communication skills.
– Strong interpersonal skills and proficiency in written and verbal communication.
– Proficient in Google Docs, Sheets, and Slides.
– Experience with Salesforce or similar CRM tools is a plus.
– Able to work independently while contributing to a team environment.

Compensation:

Minted’s compensation range is designed to support long-term growth. Offers typically fall between the minimum and midpoint of the range.

– Geo Base Salary Range 2 (CO, IL, NJ, OR, TX, VA, WA): $22.71/hr
– Geo Base Salary Range 3 (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 candidate identity at the start of interviews to ensure fairness and security. We reserve the right to remove candidates who misrepresent their identity, experience, or qualifications at any point in the process.

AI Use in Hiring:

We use AI tools, including Brainner AI, to support our hiring process. These tools help evaluate job-related qualifications and improve efficiency, but all hiring decisions include human oversight.

About Minted:

Minted is a marketplace that empowers independent artists to grow their businesses and reach global audiences. We believe in the power of art to inspire and connect, and we’re committed to supporting artists at every stage of their journey—from emerging talent to established creators. Our community’s designs have reached over 75 million homes worldwide.

We’re passionate about design, art, and discovering new talent. Minted connects artists with consumers and provides the tools and platform to help them succeed. We’re headquartered in San Francisco with over 350 full-time employees and additional seasonal staff. Minted has raised over $300M from top investors and is committed to diversity, inclusion, and equal opportunity employment.

Our Process:

Minted uses innovative technology to bring fresh, trend-forward designs to market. Through crowdsourcing, consumers vote on designs they love, which Minted then produces and sells. This model supports artists while ensuring that our products reflect what customers want. Since our launch in 2007, we’ve expanded into wall art, textiles, digital content, home decor, and partnerships with major retailers and brands.