Seasonal Print Quality Resolution Supervisor

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.

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 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

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