Customer Service Learning Manager

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 ROLE

Learning & Development Manager, Customer Care

We are seeking a strategic, data-driven, and customer-focused leader to design, implement, and scale the learning strategy for our Customer Care organization. As the Learning & Development Manager, you will own the full lifecycle of learning — from onboarding and enablement to ongoing skill certification — driving measurable improvements in quality, retention, and operational performance.

This role requires a builder’s mindset and a balance of strategy and execution. You’ll translate vision into structured, data-informed programs and leverage AI-enabled solutions to deliver scalable, high-impact learning experiences that accelerate team performance and enhance the customer experience.

This role is remote. 

Key Job Responsibilities:

Learning Strategy & Team Leadership

• Develop and execute the strategic roadmap for CX Learning & Development, aligning programs with business goals, performance metrics, and customer experience priorities.
• Lead, coach, and develop a small team of learning specialists — fostering a culture of accountability, innovation, and continuous improvement.
• Partner cross-functionally with CX Operations, QA, Knowledge Management, and People teams to ensure learning programs are integrated, measurable, and scalable.
• Build and manage the CX Certification & Badging Program to reinforce skill mastery, performance excellence, and internal career mobility.

Facilitation & Coaching

• Oversee facilitation strategy and delivery across onboarding and ongoing learning programs, ensuring engagement, clarity, and relevance.
• Mentor facilitators on storytelling, scenario-based learning, and feedback-driven coaching to maximize retention and transfer.
• Introduce placement assessments and adaptive learning paths to personalize onboarding and accelerate time-to-proficiency.
• Drive a coaching culture across CX by equipping leaders and managers with toolkits and playbooks that reinforce learning on the job.

Performance & Program Improvement

• Pilot AI-enabled learning analytics and adaptive workflows to identify skill gaps and recommend personalized interventions.
• Track and analyze performance, attrition, and learning outcomes to drive continuous improvement across all training programs.
• Leverage QA, CSAT, and DSAT data to refine learning content, targeting the root causes of customer dissatisfaction.
• Deliver innovative, data-driven learning solutions that enhance engagement, reduce DSAT, and strengthen retention.

Basic Qualifications:

• Bachelor’s degree or equivalent experience
• 6–9 years of experience in customer service learning, enablement, or talent development, including 2+ years managing a team or program portfolio
• Proven ability to design, deliver, and scale learning programs across distributed or hybrid teams
• Hands-on experience with LMS platforms, AI learning tools, and digital content systems
• Excellent facilitation and coaching skills with the ability to engage diverse audiences
• Strong data literacy — able to interpret performance metrics and translate insights into actionable learning strategies
• Demonstrated ownership mindset — can take a goal, independently drive execution, and deliver measurable outcomes
• Exceptional communication, organization, and stakeholder management skills

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.