Senior Customer Experience Specialist

Quince

9d

About The Position

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, High Quality, Essential Design, Always a Better Deal, Social & Environmental Responsibility. 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. 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.

Requirements

• Strong communication skills with demonstrated ability to balance empathy with clarity across written and verbal channels
• Solid understanding of customer lifecycle (order to delivery to post-purchase support) and proactive approach to problem-solving
• Ownership mindset: take full responsibility for outcomes, not just effort; follow through completely and anticipate customer needs before they escalate
• Comfort with ambiguity and strong organizational skills; ability to make thoughtful, reasoned decisions with incomplete information
• Ability to work effectively with cross-functional partners (product, quality, ops, logistics) and know when and how to escalate appropriately
• Product-savvy orientation with genuine interest in becoming a deep expert in your category
• Builder mentality: demonstrate curiosity about root causes and willingness to identify and propose process improvements
• Prior cross-functional collaboration experience (working with product, operations, quality, or similar teams)
• Evidence of identifying recurring issues and proposing or implementing improvements
• Comfort with technology tools and willingness to adopt AI or automation thoughtfully to improve efficiency
• Background in direct-to-consumer, retail, e-commerce, or luxury goods environments

Nice To Haves

• Demonstrated experience in one or more of the following categories: Consumer Packaged Goods (CPG) — Health/safety escalations, ingredient sensitivities, quality concerns, fast-moving inventory
• Demonstrated experience in one or more of the following categories: Furniture & Home Goods — Materials knowledge, assembly issues, damage claims, high-value items, logistics complexity
• Demonstrated experience in one or more of the following categories: Logistics & Operations — Fulfillment, carrier coordination, tracking, SLAs, vendor management
• Demonstrated experience in one or more of the following categories: Health & Wellness — Product efficacy, adverse reactions, regulatory considerations, sensitive customer needs

Responsibilities

• Become a trusted category expert and subject matter expert for your assigned product category, serving as the go-to resource for team members, escalations, and complex customer scenarios
• Own escalated and complex customer cases with intention—handling high-impact, sensitive, or retention-risk issues (product quality, safety escalations, damage claims) with empathy and precision
• Identify and escalate trends and patterns by monitoring recurring customer feedback, product issues, and friction points; synthesize insights with supporting evidence for leadership and cross-functional partners
• Collaborate cross-functionally with product, quality, operations, and logistics teams to investigate root causes and implement lasting solutions to systemic issues; own follow-up and resolution tracking
• Build and improve processes by identifying gaps in workflows, SOPs, and documentation; propose improvements and pilot new approaches that reduce customer effort and team friction
• Handle health and safety escalations with urgency—investigate product safety concerns, adverse reactions, or quality defects thoroughly and partner with internal stakeholders on documentation and resolution
• Anticipate and communicate proactively about product updates, recalls, availability changes, and quality concerns to reduce inbound inquiries and build customer trust
• Manage complex and ambiguous situations with calm judgment, making thoughtful decisions that protect brand integrity and customer relationships when information is incomplete or priorities conflict
• Model exceptional communication across all channels (chat, email, phone, social), setting the standard for clarity, empathy, and precision that reflects Quince's attention to detail and care

Benefits

• $26.00 per hour with tenure based increases.
• Up to $1,000 monthly performance bonus
• 3-week paid training and onboarding
• Set schedule with guaranteed hours
• Medical, Dental, Vision & Prescription, Virtual Healthcare, Life and Disability, 401K and more.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed