Manager, US Customer Service

OUR STORY

Quince was started to challenge the existing idea that nice things should cost a lot. Our mission was simple: create an item of equal or greater quality than the leading luxury brands and sell them at a much lower price. 

OUR VALUES

Customer First. Customer satisfaction is our highest priority.

High Quality. True quality is a combination of premium materials and high production standards that everyone can feel good about.

Essential design. We don’t chase trends, and we don’t sell everything.  We’re expert curators that find the very best and bring it to you at the lowest prices.

Always a better deal. Through innovation and real price transparency we want to offer the best deal to both our customers and our factory partners.  

Environmentally and Socially conscious.  We’re committed to sustainable materials and sustainable production methods. That means a cleaner environment and fair wages for factory workers.

OUR TEAM AND SUCCESS 

Quince is a retail and technology company co-founded by a team that has extensive experience in retail, technology and building early stage companies. You’ll work with a team of world-class talent from Stanford GSB, Google, D.E. Shaw, Stitch Fix, Urban Outfitters, Wayfair, McKinsey, Nike etc.

THE IDEAL CANDIDATE:

The Manager, US Customer Service is a natural leader with a passion for delivering exceptional customer experiences and building high-performing teams. You bring proven success in managing remote CX teams, ideally in a fast-paced, digital-first environment. You balance empathy and accountability, know how to motivate and coach, and thrive on solving problems creatively while ensuring consistency in service quality.

You're data-informed, but people-driven — able to translate insights into actions, set clear goals, and inspire teams to exceed them. You’re tech-savvy, customer-obsessed, and love transforming challenges into opportunities.

RESPONSIBILITIES:

• Lead, manage, and develop a team of US-based Retention Specialists focused on delivering best-in-class service across all support channels (email, chat, phone, social).
• Drive team performance and KPIs (CSAT, response times, retention rates, QA scores) and implement action plans for continuous improvement.
• Create a culture of ownership, growth, and accountability through regular coaching, feedback, and performance reviews.
• Collaborate cross-functionally with product, logistics, and marketing to address customer pain points and provide insights to drive improvements.
• Lead initiatives that elevate the customer journey, reduce friction, and increase retention and satisfaction, e.g. support of new categories of business, category specialists, personal shoppers, VIP client support, etc.
• Assist with hiring, onboarding, and ongoing training of Retention Specialists to ensure readiness and alignment with Quince values

QUALIFICATIONS:

• 4+ years of customer experience or support leadership, with at least 2 years managing high-volume customer service teams (retail or e-commerce a plus)
• Proven track record of managing remote teams and maintaining high engagement and performance
• Strong understanding of key CX metrics and how to coach teams toward success
• Experience with CX platforms such as Zendesk, Gladly, or similar ticketing/CRM tools
• Excellent written and verbal communication skills, with a keen attention to tone and clarity
• Strong analytical skills with the ability to interpret data and translate into team actions
• Comfortable working in a fast-paced, evolving startup environment
• Weekend and holiday availability, especially during peak periods (e.g. November and December)
• Bachelor’s degree or higher preferred