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-one meetings with team members to review weekly performance, provide coaching, and empower them to deliver consistently high-quality customer service through accountability and a supportive, customer-focused environment
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, developing subject matter expertise in these areas
Promote and build a positive and friendly environment supporting good morale and cooperation
Be responsible for coaching, development, and performance management of team members
Collaborate with cross-functional team members and leaders from other customer-facing teams, including design operations, print quality, social media, and influencer teams, to deliver a premium customer experience
Build close partnerships with leaders at Minted’s global sites to help us raise the bar for experience and knowledge across all of our sites
Partner with leaders and cross-functional teams to identify roadblocks impacting team performance or customer experience, and develop actionable recommendations and solutions to resolve them
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

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