Minted

Customer Support

• Provide excellent customer service through various channels, including live chats, emails, and phone calls
• Address customer inquiries, concerns, and issues promptly and professionally
• Provide customers with support about Minted products and promotions, as well as general order information; provide assistance with processing orders and customizing designs
• Document customer interactions thoroughly and accurately in our CRM, while following departmental policies
• Use support tools & training including our knowledge base to provide a seamless customer 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

Seasonal Customer Service Representative

Full-stack Engineer

• Lead the architectural design, technical planning, and execution for the Orders Platform, with a primary focus on its decomposition from a monolith into a modern, event-driven micro-services ecosystem
• Work closely with other lead engineers to drive the strategic technical planning with a 12-18 month future view, centered around our migration to micro-services
• Develop and execute a strategic roadmap for the phased migration from our legacy monolithic system, applying best-practice patterns (e.g., Strangler Fig, Branch by Abstraction) to minimize risk and ensure business continuity
• Identify tooling for development, testing, and deployments that improve the development experience, specifically for a distributed architecture, and drive their implementation
• Oversee development processes, including system architecture, code quality, and deployment pipelines for new and existing services
• Architect and build resilient, scalable micro-services for core functionalities like cart management, payment processing, and fraud prevention, ensuring seamless integration and data consistency
• Enhance system performance and reliability through iterative improvements, leveraging data-driven insights and observability in a distributed environment

Lead Software Engineer, Ordering Services

• Respond to technical & financial tasks filed by the CS team
• Partner with Product Management, Engineering, Merchandising, Rendering & Data teams to resolve customer issues and guide Customer Service Representatives
• Work in Minted’s internal OMS, various back office systems, and Salesforce, to identify trending issues or ongoing problems causing customer pain and escalate to leadership and cross-functional teams.
• Assist with finding root cause solutions to ongoing customer issues, where possible and in partnership with cross-functional teams
• Participate in the development of new processes that improve customer experiences and/or team workflow

Seasonal Operations Support Specialist

• 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

Seasonal Customer Service Shift Lead

Developer Relations

• Lead the engineering team by setting technical direction, driving best practices, and fostering a culture of excellence
• Lead and drive large projects and initiatives within the Developer Experience domain
• Mentor and coach team members to elevate their technical and professional skills
• Define and implement technical solutions for Developer Experience, ensuring ease of use, scalability, and reliability
• Oversee development processes, including system architecture, code quality, and deployment pipelines
• Solve complex engineering challenges, integrating systems for QA automation, CI/CD, and infrastructure as code
• Partner with cross-functional teams to define and deliver a cohesive roadmap for Developer Experience
• Enhance system performance through iterative improvements, leveraging data-driven insights
• Ensure robust testing frameworks and implement continuous improvement strategies for development tooling and automation.

Lead Software Engineer, Platform Developer Experience

- 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
- This is a remote seasonal role, starting in October through December 2025
- Provide day-to-day support, subject matter expertise, and real-time coaching for Customer Service Representatives, motivating and supporting the team to resolve customer concerns
- 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
- Oversee the team to drive productivity through contact prioritization via queue management and adherence monitoring
- Provide interval updates to the team, sharing hourly progress versus SLA targets
- Navigate and resolve financial transactions and support vendor communications required to resolve customer concerns
- Serve as the first line of defense for escalations for the broader Customer Service team
- Approve service recovery requests and produce promo codes
- Stay up-to-date about the knowledge base for Minted products, services, and policy details and updates by reviewing the Customer Service knowledge base, as well as training updates, and daily huddle announcements
- Work closely with the Team Supervisor to support the CSR coaching process
- As time permits, support answering email and other contacts; support ad hoc projects, such as Training and Quality Assurance support
- In partnership with your Customer Service Team Supervisor, responsible for Quality Assurance, CSAT, and Productivity for your team
- Promote a positive and friendly environment supporting good morale and cooperation

Customer Service Team Lead

Operations

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
This is a remote seasonal role, starting at the end of September through December 2025
Marketplace Operations Specialist supporting 3P sellers, Mirakl platform, MBO, Retool, and other internal tools
Primary responsibilities: seller support, order issue resolution, KPI monitoring, process improvements, collaborating with Merch/Marketing/Engineering, documentation and SOP upkeep

Seasonal Marketplace Operations Specialist

- 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
- Remote seasonal role, starting in October through December 2025
- Provide customer service via phone, email, live chat
- Document customer interactions in CRM and follow policies
- Use support tools & training including knowledge base
- Attain Quality and Productivity KPIs
- Variable hours; must be available evenings and weekends

- 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
- Remote seasonal role, starting in October through December 2025
- Provide customer support via phone, email & live chat
- Work evenings and weekends; variable hours and schedule
- Document customer interactions in CRM and follow departmental policies
- Attain Quality and Productivity KPIs
- Use support tools and knowledge base to assist customers