Customer Service Learning & Development Specialist

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.

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.

Quince is seeking a high energy, customer-first facilitator and coach to serve as a Learning and Development Specialist to support new hire onboarding, skill development, and ongoing training for our Customer Care team. We are looking for a Learning and Development professional with deep experience in customer service and a strong focus on customer retention. The ideal candidate will be able to demonstrate a track record of driving continuous improvement in their previous roles through leveraging data, multiple adult learning modalities, and ongoing team member development.

Key Job Responsibilities:

Instructional Design & Content Development

• Design, build, and iterate engaging learning experiences using multiple modalities (in-person, virtual, self-paced, blended).
• Standardize and customize curriculum across programs, ensuring materials remain consistent, relevant, and high-quality.
• Serve as a subject matter expert on Gladly and Customer Care workflows, providing expertise and guidance to peers and team members.

Facilitation & Coaching

• Lead the end-to-end new hire onboarding experience, enabling agents to ramp quickly and perform with confidence from day one.
• Deliver training sessions using a variety of techniques, including storytelling, role-play, scenario-based learning, and microlearning.
• Conduct knowledge checks, quality audits, and refresher sessions to assess learning retention and close skill gaps.
• Provide individual and group coaching with actionable feedback that reinforces skills and improves customer experience outcomes.

Performance & Program Improvement

• Track and analyze new hire performance, attrition, and learning outcomes to drive continuous program improvement.
• Leverage customer feedback and DSAT data to refine training programs, reducing dissatisfaction and increasing retention.
• Implement innovative, data-driven learning solutions that enhance engagement, reduce DSAT, and increase customer retention.

Basic Qualifications:

• Bachelor’s degree or equivalent experience
• 4-6 years of experience in training, learning, or talent development roles
• Experience designing and delivering ILT, VILT, WBT, microlearning, and social learning programs
• Strong facilitation and coaching skills, with the ability to adapt to different audiences and contexts
• Technical and operational fluency with CMS, LMS, and hands-on experience using generative AI tools to support learning design and delivery
• Strong data literacy, with the ability to interpret performance metrics and translate insights into actionable training improvements
• Proven ability to prioritize, problem solve, and manage multiple projects in a fast-paced environment
• Ability to give and receive feedback constructively and communicate effectively in writing

Preferred Experience:

• Experience in contact center operations and workflows
• Certification in instructional design, facilitation, or adult learning principles
• Experience delivering performance feedback and coaching at all levels

We rely on market indicators and consider your specific job family, background, skills, and experience to determine your compensation in the market range. Bonus eligibility varies by role and is determined based on the position's impact and contribution to our strategic goals.