Customer Experience Specialist

Responsibilities

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
Be the human heartbeat behind Quince. You’ll connect with customers across chat, email, phone, and social channels — delivering thoughtful service, timeless quality, and trust in every interaction
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
Qualifications

Digital Intelligence: Comfortable adopting new tools to enhance service
Empathy & Brand Ambassadorship: Builds loyalty through warm, polished, and authentic interactions
Adaptability: Thrives amid change while maintaining calm and consistency
Ownership: Takes full responsibility for outcomes and anticipates customer needs
Minimum 4 years of customer service experience
Proven ability to build relationships and resolve issues effectively in a remote environment while communicating clearly and professionally
High School diploma or GED
Dedicated, quiet workspace and reliable high-speed internet (75+ Mbps download / 10+ Mbps upload)

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