Senior Customer Experience Specialist

19 minutes ago
Full-time
Senior
Customer and Technical Support
Quince

Quince

Quince challenges the notion that quality comes at a high price. They aim to provide products of equal or superior quality to luxury brands at significantly lower prices by eliminating middlemen and overseeing every aspect of production. Their goods ar...

Textiles, Apparel & Luxury Goods
51-250
Founded 2018
$64M raised

Description

  • Serve as the go-to subject matter expert for an assigned product category and support team members on complex cases.
  • Own escalated customer issues involving quality, safety, damage claims, and retention risk with empathy and precision.
  • Identify recurring trends and product or service friction points, and present evidence-based insights to leadership and cross-functional partners.
  • Collaborate with product, quality, operations, and logistics teams to investigate root causes and drive lasting solutions.
  • Track follow-up actions and resolutions to ensure systemic issues are fully closed out.
  • Improve workflows, SOPs, and documentation by identifying gaps and piloting better processes.
  • Handle health and safety escalations, including adverse reactions and product defects, with urgency and thorough documentation.
  • Communicate proactively about product updates, recalls, availability changes, and quality concerns to reduce inbound issues.
  • Make sound decisions in ambiguous situations that protect customer relationships and brand integrity.
  • Model clear, empathetic, and precise communication across chat, email, phone, and social channels.

Requirements

  • Strong written and verbal communication skills with the ability to balance empathy and clarity.
  • Solid understanding of the customer lifecycle from order to delivery to post-purchase support.
  • Ownership mindset with full accountability for outcomes and proactive customer follow-through.
  • Comfort working with ambiguity and making reasoned decisions with incomplete information.
  • Ability to work effectively with cross-functional partners in product, quality, operations, and logistics.
  • Genuine interest in becoming a deep expert in a product category.
  • Curiosity about root causes and willingness to identify and propose process improvements.
  • Prior cross-functional collaboration experience with product, operations, quality, or similar teams.
  • Experience identifying recurring issues and proposing or implementing improvements.
  • Comfort with technology tools and willingness to adopt AI or automation to improve efficiency.
  • Background in direct-to-consumer, retail, e-commerce, or luxury goods environments.
  • Preferred experience in Consumer Packaged Goods, Furniture & Home Goods, Logistics & Operations, or Health & Wellness.
  • Experience with health/safety escalations, ingredient sensitivities, assembly issues, damage claims, fulfillment, carrier coordination, or regulatory considerations is preferred.

Benefits

  • $26.00 per hour with tenure-based increases.
  • Up to a $1,000 monthly performance bonus.
  • 3-week paid training and onboarding.
  • Set schedule with guaranteed hours.
  • Medical, Dental, Vision, and Prescription coverage.
  • Virtual healthcare, Life and Disability coverage, and 401(k).
  • Bonus and equity may also be provided for eligible roles.

Interested in this position?

Apply directly on the company website

Apply Now

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