Customer Experience Specialist (United States)

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 Opportunity

As a Customer Experience Specialist, you are the face of Quince, turning challenging customer issues into "wow" moments. This is a crucial, omni-channel role where you'll seamlessly manage multiple conversations at once, often handling phone calls, chats, and emails concurrently. You'll embody our mission by providing a fair & transparent experience with an empathetic approach, inspiring confidence in every customer interaction.

We are looking for someone who is not just seeking a job, but a long-term home where you can grow, learn, and contribute to a mission-driven team.

What You’ll Do

• Use your critical thinking and empathy to troubleshoot and resolve customer concerns, turning potential negative experiences into positive ones.
• Build lasting customer loyalty by providing personalized support that leaves a great impression, while adapting quickly to diverse needs and offering effective, tailored solutions.
• Navigate multiple systems and handle multiple inquiries simultaneously, all while ensuring a world-class and efficient customer experience.
• Identify recurring customer issues or trends and provide feedback to help improve the customer experience and internal processes.
• Ensure consistent achievement of key performance metrics, including CSAT (Customer Satisfaction), customer retention, response time, and productivity.

Who You Are

• You are a people-first person with an intuitive understanding of the customer's experience.
• You deeply care about solving problems and turning a potentially frustrating situation into a positive and memorable interaction.
• Your communication is world-class, demonstrating both empathy and rigor in a way that provides clear, concise, and helpful information to customers.
• You possess an exceptional ability to multi-task and maintain focus in a high-volume, dynamic work environment.
• You are a self-starter who is comfortable and familiar with working remotely and can thrive in a distraction-free work environment.
• You are flexible and available to work weekends and key holidays as needed, including in November and December.
• You are curious and have a growth mindset, willing to embrace feedback and challenge to accelerate your learning.
• Teamwork: You are a collaborative team player, eager to provide and receive feedback to improve performance.
• Scrappy Mentality: You are resourceful and adaptable, finding creative solutions to problems when needed.

Requirements to Apply

• High School diploma or GED equivalent.
• At least 2 years of Customer Service experience, with a proven ability to manage your time and prioritize tasks in a remote or unsupervised setting.
• A proven track record of handling high-volume customer inquiries across multiple digital channels (phone, email, chat).
• Demonstrated ability to write and communicate with exceptional clarity and attention to detail.
• Experience in a job where a strong ability to problem-solve was a core function.
• Technical:
• A reliable, high-speed internet connection with a minimum download speed of 75+ Mbps and a minimum upload speed of 10+Mbps.

Note: Every Retention Specialist has a 90- day introductory period, and a successful completion of the introductory period is required.