Customer Experience Team Manager

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Quince

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2018

🛍️ eCommerce

🛒 Retail

👗 Fashion

eCommerce • Retail • Fashion

Quince is a direct-to-consumer e-commerce retailer offering affordable luxury essentials across apparel, home goods, bedding, beauty, and accessories. The company emphasizes high-quality materials (cashmere, European linen, leather, silk), a factory-direct model to keep prices low, sustainable practices, and long return policies. Quince sells men's and women's clothing, baby and kids items, furniture and home decor, and lifestyle products through an online storefront with focus on honest pricing and value.

📋 Description

• Lead, manage, and develop a team of US-based Retention Specialists delivering best-in-class omni-channel customer experiences • Drive team performance and KPIs with continuous improvement initiatives • Coach and mentor team members to grow their skills • Collaborate cross-functionally with product, logistics, and marketing • Lead initiatives that reduce friction and improve efficiency • Assist with hiring, onboarding, and training Retention Specialists

🎯 Requirements

• 4+ years of customer experience or support leadership • 2+ years managing high-volume, remote customer service teams • Strong understanding of key CX metrics • Experience with CX platforms such as Zendesk, Gladly, or similar • Excellent written and verbal communication skills • Comfortable working in a fast-paced, evolving startup environment • Weekend and holiday availability, especially during peak periods

🏖️ Benefits

• Health insurance • 401(k) matching • Flexible work hours • Paid time off • Remote work options