RemoteCustomer Operations /Remote
Title: Operations Support Coordinator
Department: Customer Service
The Role:
The Operations Support Coordinator, reporting to the Associate Manager, Operations Support, supports day-to-day customer issues related to technical problems, financial or payment issues, and supports processes to monitor and mitigate ecommerce fraud. They work closely with the Customer Service team, to help CSRs resolve these complex issues and in partnership with cross-functional teams like Product, Engineering, Finance, and more. And, they help with tracking trends related to these issues to ensure we’re flagging ongoing problems to our partners to enable root cause solutions that will improve the overall customer experience.
You Will:
Handle tech & financial tasks filed by the CS team, finding solutions to technical & financial/payment issues that are impacting customers.
Partner with Product, Engineering, and Finance teams to resolve customer questions or issues and provide guidance to Customer Service Representatives to help them answer customer questions or resolve customer issues
As needed, work directly with customers to resolve technical or financial problems, provide solutions, and de-escalate highly escalated issues.
Work in Minted’s internal OMS, various back office systems, and Salesforce, to research customer issues and history, resolve problems with orders or transactions, and more
Identify trending issues or ongoing problems causing customer pain and escalate to leadership
Find root cause solutions to ongoing customer issues, where possible and in partnership with cross-functional teams
Develop new processes and new ways of working that improve customer experiences
You Are:
Professional, with leadership skills, and excellent interpersonal and communication skills
Someone who leads by example, enthusiastically encouraging team members to follow Minted best practices and departmental policies
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
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 and adhere to company attendance policy
You Have:
2+ years of experience in a contact center or customer service environment, ideally with experience handling financial transactions, technical issues, and/or fraud monitoring
Strong technical aptitude
Strong problem solving & analytical skills
Experience with Salesforce a plus
Experience with Minted back office systems and tools a plus
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 Full Salary Range 0 – Includes SF Bay Area $26.00- $32.50
Geo Base Full Salary Range 1 – All non-SF CA, DC, NY – $23.92- $29.90
Geo Base Full Salary Range 2 – Includes CO, IL, MA, MD, NJ, OR, RI, TX, VT, VA, WA – $22.10-$27.63
Geo Base Full Salary Range 3 – Includes AL, AK, AZ, AR, CT, DE, FL, GA, IA, ID, IN, KS, KY, LA, ME, MI, MN, MO, MS, MT, ND, NE, NM, NV, NH, NC, OH, OK, PA, SC, SD, TN, UT, WI, WV, WY- $20.28 -$25.35
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.
This role is hourly paid
Benefits:
Benefits will be effective the first of each month following your initial hire date.
- Medical, Dental, and Vision Benefits
- Employer Funded Health Savings Account
- 10 Paid Holidays
- Paid Time Off and Sick Leave
- Paid Parental Leave
- Employer Paid Wellbeing Apps (e.g. Headspace and Calm)
- Monthly Gym/Wellness Reimbursement
- 401(k) retirement savings plan
- Employer Funded Commuter Benefits
- Employee Discount
- Friends and Family Discount
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.