The Role:
Minted is a premium design marketplace for stationery, art, and home, sourcing creative content from independent artists around the globe. We lead with design, and empower our customers to bring their unique vision to life during important life moments. Our Customer Service team is at the heart of the experience for our customers. Because of the unique, customized nature of many of our products, our customers look to us for help pre- and post-order, both during the shopping journey and after their order has been placed. Our CSRs serve an especially important role in delivering elevated, nuanced solutions to sometimes complex problems, due to the handcrafted nature of our products and production processes. Reporting to a Team Supervisor, you should be skilled at navigating multiple web-based tools at once while warmly engaging with customers. We are open 7 days a week, and team members should expect to receive a set schedule that will include some evenings and weekends.
Handle phone, email, live chat, and social media interactions with a high degree of ownership and warmth.
Resolve unique customer concerns, custom product inquiries, and fulfillment challenges promptly and professionally without relying on a rigid script.
Leverage detailed internal knowledge base to augment your service approach: you don't have to know everything about design, photos, and printing, but you'll need to be great at using documented knowledge alongside your natural, elevated service skills to help find answers to customer questions and deliver great experiences.
Manage multi-system workflows by cross-referencing order information, checking custom design files, verifying inventory tools, and processing order adaptations on the fly.
Document technical customer interactions thoroughly and accurately within Salesforce or other advanced CRM platforms while strictly adhering to data policies.
Identify operational errors or platform friction points and share proactive insights with Customer Service leadership to improve the broader customer journey.
- Maintain a high bar: deliver consistently strong quality in every interaction, while having accountability for being available for customers when they need us through efficient time management and proactive communication with leadership.
A thoughtful problem-solver who enjoys helping people through unique situations where there isn't always a "right" answer or a script to follow.
Tech-savvy and comfortable moving between different tools like our CRM and order databases while keeping a steady, helpful pace.
A fast learner who can quickly internalize evolving technical workflows, product customization rules, and platform updates, translating feedback immediately into improved queue performance.
Exceptionally patient, empathetic, and resilient, with the emotional intelligence required to deliver a warm, premium, and personalized brand experience to customers managing time-sensitive holiday timelines.
Highly digitally dynamic and capable of actively navigating, cross-referencing, and updating a multi-platform tool stack (CRM, internal order management databases, artist design files, and knowledge bases) simultaneously under real-time pacing constraints.
Open to a set schedule within our operating hours, including weekend days. We'll ask for this flexibility from you, and in return, will give you a set schedule you can count on.
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Experience handling inbound contact volume; familiarity with how digital contact queues work, keeping yourself actively available for inbound flows, and the ability to move between multi-channel contacts efficiently once an interaction is wrapped up.
Hands-on experience using omni-channel CRM platforms (such as Salesforce, Zendesk, or equivalent enterprise ticketing software) to document cases and manage customer journeys.
Experience working with high-end or premium-brand customers, with clear accountability for fully owning and resolving complex, non-standard customer inquiries from start to finish.
Excellent written and verbal communication skills, showing a proven ability to write structured, custom, and professional responses without relying on canned templates or restrictive conversation scripts.
High attention to detail, strong organizational habits, and the cognitive stamina to context-switch between separate browser tabs and software platforms continuously without losing data accuracy.
Comfort learning and adapting to older or non-intuitive internal technologies quickly and easily.
Direct professional experience or background familiarity with design-related work, photo printing workflows, formatting layout reviews, or handling digital design files.
An active personal interest, eye for detail, or natural aptitude for creative, design-oriented, or technical troubleshooting issues.
A Bachelor’s degree or equivalent professional experience, with an asset tracking toward fields centered on human dynamics and communication (e.g., Psychology, Sociology, or Behavioral Sciences).
Given that this role requires candidates to focus on building genuine connections and solving unique, unscripted problems, we look for candidates whose professional backgrounds naturally align with this dynamic environment:
Omni-Channel Adaptability: Our queue moves quickly, and you will seamlessly transition between phone, email, and live chat workflows depending on seasonal business needs. This role is built for individuals coming from fast-paced e-commerce or customer-facing app support who love day-to-day variety, rather than slower-paced administrative tracking.
Multi-System Navigation: While resolving a single customer inquiry, you will actively navigate, cross-reference, and update multiple web-based platforms at once—from checking custom artist design files and holiday production schedules to updating order tracking tools and our CRM. Being naturally tech-savvy and comfortable managing several systems simultaneously is a core part of the daily workflow.
Unscripted Personal Connection: We lead with authentic human empathy and do not rely on rigid conversation scripts. We look for agile communicators who can work confidently without a strict manual and who want to bring their own unique, warm voice to every single customer interaction.
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 2: Boston, MA; Washington, DC; Chicago, IL; Seattle, WA; Austin, TX; Atlanta, GA; Portland, OR - $19.19/hr - $25.19/hr
Geo 3: All other U.S. metro locations - $17.62/hr - $23.12/hr
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.
Benefits:
Benefits will be effective on the first of each month following your initial hire date.
- Medical, Dental, and Vision Benefits
- Employer Funded Health Savings Account
- Paid Time Off and Sick Leave
- Monthly Gym/Wellness Reimbursement
- 401(k) retirement savings plan
- Employer Funded Commuter Benefits
- Friends and Family Discount
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, including Brainner AI, 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.
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
