Technical Support Manager
CentralReach
Customer Service Team Lead
Minted
full-time
Posted on:
Origin: • 🇺🇸 United States • Arizona, Colorado
Visit company websiteJob Level
Senior
About the role
- - 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
Requirements
- - A Bachelor’s degree or equivalent work experience - 2+ years of experience in a Customer Service role required, with proven excellence and an overall understanding of customer satisfaction - A proven track record of supporting Minted customers with exceptional service - Excellent written and verbal communication skills - Detail-oriented, problem solver, promotes a positive team environment - Excellent computer/software skills. (Google Docs, Sheets, and Slides) - Experience with Salesforce or other CRM software a plus - Able to reliably meet a required flexible/variable hour work schedule including weekends based on business needs and adhere to company attendance policy
