The Role:
As the Print Quality Resolution Supervisor, you will be responsible for the daily operations, live performance, and overall success of our PQ Resolution team. In this role, you will lead a fast-paced seasonal team consisting of approximately 30 Print Quality Resolution Assistants and 2 Print Quality Resolution Specialists. Your mission is to ensure our team delivers a premium, efficient customer experience while maintaining Minted’s high standards for print and design quality.
This role requires a balance of real-time operational leadership and technical oversight. You will partner closely with the Customer Service Workforce Team to monitor live phone volume, manage queue coverage, and adjust staffing on the fly to meet service levels. At the same time, you will collaborate closely with the Print Quality Supervisor to align on replacement order policies, fulfiller feedback, and ensure your team has the technical training and knowledge needed to diagnose file issues accurately.
The ideal candidate is an energetic, supportive, and highly organized leader who thrives in a live service-focused environment. You are comfortable running daily shift operations, passionate about coaching agents to reach productivity and quality goals, and ready to roll up your sleeves to support a great customer experience.
You will:
- Act as the direct supervisor for your team of 30 Assistants and 2 Specialists. You’ll host regular check-ins and one-on-ones to provide clear performance feedback, review metrics, and motivate the team to deliver empathetic, high-touch service
- Partner directly with CS Shift Managers to monitor live phone queues and real-time communication channels. You will ensure your team is adhering to their schedules, managing breaks efficiently, and shifting resources to handle phone spikes as volume fluctuates
- Work closely with the Print Quality Supervisor to stay fully aligned on technical guidelines, print limitations, and policy updates. You will ensure your team is accurately identifying root causes and cleanly prepping files for the processing team
- Help manage the seasonal onboarding and nesting periods. You will work with your Specialists to answer day-to-day workflow questions, guide seasonal staff through common technical hurdles, and reinforce productivity and quality goals
- Monitor team case data within Salesforce to identify recurring print, design, or order issue trends. You will surface these insights to leadership and produce regular performance updates that outline team coaching wins, quality metrics, and CSAT ratings
- Stay present and available for your remote team via Slack and real-time channels. You will foster a culture of accountability, open communication, and high morale during our busiest peak periods
- Step in personally to handle critical customer situations or highly complex print issues that require a supervisor's authority. You will work directly with the customer to resolve the problem smoothly while turning unique edge cases into learning opportunities for the broader team
You are:
- You know how to manage a real-time queue, prioritize multiple moving tasks, and keep a large team focused and organized in a high-volume environment
- You genuinely enjoy developing people. You know how to deliver constructive feedback that helps newer agents build their technical skills and confidence
- You believe that accuracy matters just as much as speed, and you take pride in helping your team get things right on the first try
- You are a natural bridge-builder who enjoys working closely with other leaders to solve problems and streamline workflows
- You stay calm when priorities shift, roll with the punches of seasonal volume, and are comfortable working a flexible schedule that includes weekends
- You are a seasoned customer service professional who leads by example. You intuitively know what a premium, high-touch interaction sounds like, and you set the bar for how our team handles complex situations with empathy, grace, and absolute confidence
You have:
- 1+ years of experience directly supervising or leading a team in a fast-paced customer service, tech support, or production environment
- 3+ years of experience in customer service (preferably eCommerce), with a solid understanding of phone queue management, workforce scheduling, and live support metrics
- The ability to quickly learn Minted’s products, policies, and workflows. While you don't need to be a graphic designer, you must be comfortable learning how to navigate Adobe files and understand technical print defects
- Experience running reports and tracking performance metrics inside Salesforce Lightning and Google Suite (Docs, Sheets, Slides)
- Excellent verbal and written skills, with the ability to clearly translate operational goals to your team and share meaningful data updates upward to leadership
- Ability to reliably meet a flexible/variable work schedule, including required weekend days based on business needs during peak seasons
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.
Minted utilizes a market-based compensation model with four geographic tiers. Final compensation is determined based on the candidate’s primary work location, defined as their residence within 60 miles of a metropolitan area:
Geo 0: San Francisco, CA - $31.92/hr
Geo 1: New York, NY; Los Angeles, CA & all other California markets - $29.37/hr
Geo 2: Boston, MA; Washington, DC; Chicago, IL; Seattle, WA; Austin, TX; Atlanta, GA; Portland, OR - $27.13/hr
Geo 3: All other U.S. metro locations - $24.90/hr
DISCLAIMER:
We verify identity at the start of interviews to ensure fairness and security. We reserve the right to withdraw candidates who misrepresent their identity, experience, or qualifications at any stage of the process.
Notice of AI Use in Employment Decisions:
We use AI-powered tools to support our hiring and employment processes. These tools help assess job-related qualifications and improve efficiency, but all decisions involve human review.
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.
We are headquartered in San Francisco, CA and currently employ 350+ full-time employees, plus additional temporary workers during the holiday season. We have raised over $300M from top-tier investors including Benchmark Capital, T. Rowe Price, Permira, Ridge Ventures, Technology Crossover Ventures, and Norwest Venture Partners. Angel investors include Marissa Mayer, Jeremy Stoppelman, Julia & Kevin Hartz, Yishan Wong, and more.
Minted is an Equal Opportunity Employer committed to inclusion and diversity. We welcome people of different backgrounds, experiences, abilities and perspectives and will consider all qualified applicants for employment in accordance with all state, local, and federal laws. Minted participates in the E-verify program.
How Our Process Works:
Minted uses technology and innovative practices to bring unique, best-selling design to market at scale. Using its crowdsourcing technology, consumers are empowered to vote for the designs they love and want to see sold, ensuring that Minted always sells continuously fresh and trend-forward product. The winning designs are manufactured by Minted, enabling artists from around the world to share and sell their work while letting Minted do the rest. Since launch in 2007, the company has expanded to serve consumers in new categories including wall art, textiles, digital content and home decor, as well as serve major retailers and consumer products brands with data-backed design through licensing and wholesale partnerships.
