Customer Service AI Automation Specialist

ABOUT QUINCE 

Founded in 2018, Quince was built to challenge the idea that nice things have to cost a lot. Our mission is simple: to make really high quality essentials for really low prices, produced fairly and sustainably. We believe everyone deserves exceptional craftsmanship and timeless design without the traditional markups. Quince is a direct-to-consumer (DTC) model that cuts out middlemen and leverages just-in-time manufacturing to minimize waste and maximize value.

Quince is a tech company disrupting the retail industry by putting AI, analytics and automation at the center of everything we do. Our unwavering commitment to excellence and company values guide our teams and actions:

• Customer First: We prioritize customer satisfaction in every decision.

• High Quality: True quality means premium materials and rigorous production standards you can feel good about.

• Essential Design: We focus on timeless, functional essentials instead of chasing trends.

• Always a Better Deal: Innovation and transparency ensure value for both customers and partners.

• Social & Environmental Responsibility: We commit to sustainable materials, ethical production, and fair wages.

Quince partners with world-class manufacturers across the globe and serves millions of customers. With strong investor backing and a focus on sustainable growth, we are a company that is rapidly scaling while maintaining a commitment to quality, simplicity, and radical price transparency.

OUR TEAM AND SUCCESS 

At Quince, you will be part of a high-performing team that is redefining what quality, value, and sustainability mean in modern retail. We are a destination for builders, innovators, and operators to come together and challenge the status quo. Our collective ambition is bold. We are creating an entirely new category and customer experience – one that democratizes luxury and provides high quality products at radically low prices. That mission demands a world-class team committed to excellence. 

If you are motivated by impact, growth, and purpose, you will find a strong sense of belonging at Quince.

The Ideal Candidate

The CX Systems & Automation Specialist is a proactive, tech-savvy problem solver who thrives at the intersection of customer experience, systems, and AI automation. You take ownership of CX platforms, workflows, and AI-enabled tools, ensuring processes are scalable, efficient, and deliver exceptional support experiences.

You are analytically minded, detail-oriented, and comfortable collaborating across functions—engineering, product, IT, and CX—to implement improvements. You translate system insights into actionable solutions, fine-tune AI workflows, and maintain high standards of quality and brand consistency. Tech-forward, adaptable, and curious, you embrace AI-enabled support tools and continuously iterate to optimize processes.

This role is fully remote, and you are comfortable managing distributed systems, driving operational excellence, and supporting teams with clear documentation, training, and scalable procedures.

Responsibilities

• Administer and maintain CX systems and integrations (e.g., Gladly, Decagon, QA tools), including user roles, permissions, and system configuration.

• Streamline onboarding and configuration of CX tools to enhance automation efficiency and operational capabilities.

• Author, iterate, and maintain AI Agent Operating Procedures (AOPs) aligned with product, policy, and customer expectations.

• Monitor AI and automation tool performance, identifying opportunities for improvement and reducing response mismatches.

• Implement QA frameworks, define quality standards, and calibrate feedback loops for AI and CX systems.

• Collaborate with engineering, product, IT, and CX teams to implement systems improvements and optimize workflows.

• Partner with enablement teams to create documentation, training materials, and resources for internal users.

• Analyze system performance and process data to identify trends, operational risks, and areas for improvement.

Qualifications

• 3–5 years in CX operations, support systems, AI workflow configuration, or related process design roles.

• Experience managing or administering SaaS tools and CX platforms.

• Strong analytical and problem-solving skills with a process improvement mindset.

• Excellent written communication skills; experience drafting SOPs, AOPs, or knowledge base content.

• Familiarity with AI configuration workflows, QA frameworks, and data-driven process optimization.

Preferred:

• Hands-on experience with Gladly, Intercom, Decagon, or similar CX automation platforms.

• Understanding of data privacy, access management, and SaaS security principles.

WHY QUINCE?

Joining Quince means being part of a mission-driven team reshaping retail. You will work alongside talented colleagues, tackle meaningful challenges, and contribute to building a more sustainable, accessible future for customers and partners alike.

EQUAL OPPORTUNITY & HIRING INTEGRITY

Quince provides equal employment opportunities to all employees and applications for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran or military status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. 

Quince is committed to providing reasonable accommodations to qualified individuals with disabilities. If you need a reasonable accommodation to complete your application or to perform the essential functions of a role at Quince, please let us know by completing this accommodation form. We review all requests individually and will work with you to determine appropriate accommodations on a case-by-case basis.

Employment is contingent upon successful completion of a background check. Quince will conduct background checks in compliance with applicable federal, state, and local laws.

Security Advisory: Beware of Frauds

At Quince, we're dedicated to recruiting top talent who share our drive for innovation. To safeguard candidates, Quince emphasizes legitimate recruitment practices. Initial communication is primarily via official Quince email addresses and LinkedIn; beware of deviations. Personal data and sensitive information will not be solicited during the application phase. Interviews are conducted via phone, in person, or through the approved platforms Google Meets or Zoom—never via messaging apps or other calling services. Offers are merit-based, communicated verbally, and followed up in writing. If personal information is requested to initiate the hiring process, rest assured it will be through secure and protected means.