Personalization & Order Resolution Assistant

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 

Please note: This is a remote seasonal role, starting in September through December 2026. Do you thrive in a fast-paced, lively atmosphere?  Do you love working with people, solving problems, and providing exceptional service? If so, read on!

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.

We do not run an anonymous, mega-scale call center. You will work within a small pod reporting directly to a dedicated Team Supervisor and with regular connection to, collaboration with, and visibility to cross-functional senior leaders, including in other departments at Minted outside of CS. Our leadership team knows you by name, actively reviews order and customer insights you share, and supports your daily workflow through regular live huddles and 1:1 check-ins. If you want a role where your problem-solving is noticed, your voice is heard by leadership, and you aren't just a number in a queue, you will thrive here.

You Will:

• 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 customer interactions thoroughly and accurately within Salesforce or other advanced CRM platforms while 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.

• Direct Feedback Loop: Actively collaborate with your Team Supervisor during regular 1:1s and on-camera video huddles to discuss unscripted order resolutions and workflow improvements.

• Leadership Insight Sharing: Identify platform friction points or operational errors and share proactive insights directly with Customer Service leadership to improve the broader customer journey.

You Are:

• 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 weekends. We'll ask for this flexibility from you, and in return, we'll give you a set schedule you can count on.

• Visible & Engaged: Excited to be an active, visible member of a supportive remote team—you value open feedback, camera-on team connections, and individual recognition for your problem-solving skills.

• An Unscripted Communicator: Confident navigating nuanced customer situations using documented knowledge alongside your natural human warmth, rather than reading off a rigid script.

You Have:

• A Bachelor’s degree or equivalent work experience.

• Ability to communicate effectively in English, both verbally and in writing, is required.

• Experience working with high-end customers, with accountability for fully owning and solving customer problems, sometimes requiring extra problem-solving, research, or creative thinking. You set the bar when it comes to winning customers over by solving problems with a genuine and authentic approach.

• Experience handling inbound contact volume; familiarity with how contact queues work, keeping yourself available for inbound contacts, able to move between contacts quickly once one is wrapped up, etc

• Experience with design-related work and fulfillment: photo printing, design files, etc

• An interest and aptitude for design- or technical-related issues and problems is a plus

• Excellent written communication skills, showing the ability to write structured, custom, and professional responses without relying on canned templates.

• High attention to detail, strong organizational habits, and the cognitive stamina to context-switch between separate browser tabs and platforms continuously without losing accuracy.

• Experience using omni-channel CRM platforms like SF, ZD...etc. Experience using older technologies that may not be intuitive - able to learn new and new-to-you technologies quickly and easily

Ecosystem & Background Alignment:

Given that this role requires CSRs to focus on building genuine connections and solving unique, unscripted problems, we look for candidates whose professional backgrounds naturally align with this dynamic environment:

• Problem Solving & Adaptability: Our omni-channel 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 that requires deep problem-solving or research work to solve customer problems with a high degree of empathy and 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 and screens 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 as they research customer issues, find unique solutions to problems, and navigate difficult conversations or situations.

Compensation:    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: Washington, DC; Chicago, IL; Seattle, WA; Austin, TX; Atlanta, GA; Portland, OR - $19.19/hr Geo 3: All other locations within AZ, AR, CO, CT, FL, GA, ID, IL, KS, LA, ME, MN, MO, MT, NC, NV, NJ (excluding the NYC metro area), OK, OR, TN, TX, UT, VA, WA, WI - $17.62/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. 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.