Seasonal Personalization & Order Resolution Assistant - 2026

Job description

**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.