Customer Experience Specialist

Customer Experience Specialist

Responsibilities

Own each customer interaction from start to finish, ensuring clarity, care, and confidence.

Resolve issues with empathy, turning challenges into positive experiences.

Navigate tools efficiently while keeping the human touch.

Share insights and recurring patterns to help improve the experience.

Become a product expert to guide customers authentically.

What Success Looks Like

CSAT ≥ 4.8/5

First-Contact Resolution ≥ 80%

QA Score ≥ 95%

Meets SLAs (chat ≤ 60s, email ≤ 4h, phone ASA ≤ 60s)

Contributes at least one actionable improvement per month

What You Bring

Digital Intelligence: Comfortable adopting new tools to enhance service.

Empathy & Brand Ambassadorship: Builds loyalty through warm, polished, and authentic interactions.

Ownership: Takes full responsibility for outcomes and anticipates customer needs.

Adaptability: Thrives amid change while maintaining calm and consistency.

Growth Opportunities

Specialist Tracks: Category Expert (Home, Jewelry, Health/Wellness)

Leadership Tracks: Senior Associate → Team Lead → CX Manager

Enablement Tracks: Quality & Training or Workforce Management

Why You’ll Love Working Here

Impactful work shaping customer loyalty

Culture of ownership and autonomy

Continuous growth in a fast-paced, luxury‑brand environment

Beautiful products, transparent pricing, and happy customers

Compensation & Benefits

$23/hour with tenure based increases

Up to $1,000/month performance bonus

3-week paid training and onboarding

Set schedule with guaranteed hours

Medical, dental, vision, life, disability, 401(k), and more

Referral bonuses of up to $1,000.

Note: Every Customer Experience Specialist has a 90‑day introductory period, and successful completion is required.

Pay Range: $23 USD - $23 USD

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.

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