Seasonal Customer Service Shift Lead
Minted
Job Level
JuniorMid-Level
About the role
- Lead and mentor a team of Tier 2 Support Representatives
- Foster a culture of curiosity, accountability, and ownership
- Provide regular coaching, feedback, and performance evaluations
- Identify growth opportunities and support career development
- Oversee technical and high-priority customer issues escalated from Tier 1
- Ensure the team meets case SLA, quality, and compliance expectations
- Support in the crafting of Jira tickets, helping advocate for product improvements
- Partner with Engineering, Product, and Account Management for issue resolution
- Serve as the point of contact for complex cross-functional issues
- Communicate clearly with both technical and non-technical stakeholders
- Set timelines and expectations internally and externally
- Champion process improvements across teams and workflows
- Monitor and audit case notes for completeness and clarity
- Uphold OpenTable’s standards for professionalism and hospitality
- Support adherence to policies for scheduling, breaks, and attendance
- Participate in and contribute to training programs for both Tier 1 and Tier 2
- Encourage continuous learning and upskilling among your team
- Stay informed on product updates and operational changes
Requirements
- 2+ years of supervisory or people leadership experience, preferably in a contact center or technical support environment
- Proven experience managing performance, driving results, and coaching for development
- Strong analytical and troubleshooting skills
- Ability to translate technical concepts into simple, clear language
- Familiarity with support systems like Salesforce, Jira, Slack, or similar tools
- Nice to Have:
- Understanding of network basics, APIs, and system integrations
- Experience with cross-functional collaboration (Product, Engineering, AMs)
- Hospitality or restaurant tech experience
