Senior CX Specialist - Concierge

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

Senior Customer Experience Specialist - Concierge

We’re building a new, high-impact Concierge function within Customer Experience at Quince—and you’ll be among the first to shape it.

As a Customer Experience Concierge, you will own critical early moments in the customer journey—such as first and pre-purchase experiences, delivery, and initial support interactions—ensuring they are seamless, confidence-building, and drive long-term loyalty.

This is not a traditional support role. You will operate with high judgment and autonomy, proactively identifying friction and stepping in before issues escalate. You’ll combine thoughtful, high-touch customer care with systems thinking—turning individual interactions into insights that improve the experience at scale.

As a founding member, you will help define what “exceptional” looks like at Quince—building the standards, playbooks, and feedback loops that shape the future of our customer experience.

The most critical moments in a customer relationship can't be automated. This role exists at the intersection of human judgment and brand trust — owning the high-stakes interactions that directly shape retention, loyalty, and long-term value. You'll work closely with cross-functional partners and leadership to ensure every customer insight translates into meaningful improvement across the business.

Responsibilities

• Own critical early customer moments, ensuring seamless, high-quality experiences that build trust and drive customer retention
• Anticipate and resolve friction proactively, guiding customers through key moments with clarity and confidence
• Deliver polished, thoughtful interactions that reflect Quince’s standards across every touchpoint
• Make sound, business-aware decisions in ambiguous or time-sensitive situations
• Partner cross-functionally with Product, Operations, Logistics, and Marketing to resolve issues and improve the end-to-end experience
• Identify patterns and root causes, translating customer signals into actionable improvements
• Define and establish Concierge standards, playbooks, and ways of working as a founding member of the team

Qualifications

Required:

• 4+ years in customer experience, hospitality, account management, or similarly high-touch, customer-facing roles
• Demonstrated ability to operate with strong judgment in ambiguous, high-impact situations
• Proactive and action-oriented, with a track record of anticipating and resolving issues early
• Exceptional written and verbal communication skills, with strong attention to tone and detail
• Strong operator mindset, connecting customer needs to broader business outcomes
• Comfortable partnering across teams in a fast-paced, evolving environment
• Highly organized, with the ability to manage multiple priorities while maintaining a high bar for quality

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.