Customer Experience Team Manager

Quince

13h • $84,000 - $100,000 • Remote

About The Position

We are seeking a Customer Experience Team Manager to join our growing team. This is a hands-on, people-first leadership role responsible for building and scaling high-performing, fully remote CX teams that deliver consistently exceptional customer experiences across all channels. In this role, you will drive measurable business and customer impact by developing frontline talent, embedding operational rigor, translating data and customer insights into action, and leveraging technology and automation to continuously improve performance, efficiency, and engagement in a fast-paced, dynamic environment.

Requirements

• 4+ years of customer experience or support leadership, including 2+ years managing high-volume, remote customer service teams (retail or e-commerce a plus).
• Proven ability to maintain engagement, accountability, and performance in remote and distributed teams.
• Strong understanding of key CX metrics and ability to drive results using KPIs.
• Experience with CX platforms such as Zendesk, Gladly, or similar ticketing/CRM tools.
• Excellent written and verbal communication skills, with keen attention to clarity, tone, and customer focus.
• Comfortable working in a fast-paced, evolving startup environment, demonstrating adaptability, growth mindset, and scrappiness.
• Weekend and holiday availability, especially during peak periods (November–December).

Nice To Haves

• Bachelor’s degree or higher preferred.

Responsibilities

• Lead, manage, and develop a team of US-based Retention Specialists delivering best-in-class omni-channel customer experiences (email, chat, phone, social).
• Drive team performance and KPIs (CSAT, response times, retention, QA) with continuous improvement initiatives, aligned with Results Matter and Measure What Matters principles.
• Coach and mentor team members to grow their skills, maintain engagement, and exceed performance expectations.
• Collaborate cross-functionally with product, logistics, and marketing to solve customer pain points, improve processes, and elevate the customer journey.
• Lead initiatives that reduce friction, improve efficiency, and enhance customer satisfaction, applying Test & Learn and Scrappy thinking.
• Assist with hiring, onboarding, and training Retention Specialists, ensuring alignment with Quince values and operating principles.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager