Customer Experience Team Manager

🕒 July 21

Apply Now

Find Similar Remote Jobs

Set Up Email Alert For New Jobs

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume

Quince

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2018

💼 Consulting

📦 Logistics

🏭 Manufacturing

Consulting • Logistics • Manufacturing

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 across email, chat, phone, and social channels • Drive team performance and KPIs including CSAT, response times, retention, and QA • Coach and mentor team members to grow skills, maintain engagement, and exceed performance expectations • Collaborate with product, logistics, and marketing to solve customer pain points and improve processes • Lead initiatives to reduce friction, improve efficiency, and enhance customer satisfaction • 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 • Retail or e-commerce experience is a plus • Ability to maintain engagement, accountability, and performance in remote and distributed teams • Strong understanding of key customer experience metrics and KPI-driven results • Experience with Zendesk, Gladly, or similar ticketing/CRM tools • Excellent written and verbal communication skills with attention to clarity, tone, and customer focus • Adaptability, growth mindset, and scrappiness in a fast-paced startup environment • Weekend and holiday availability, especially during November–December peak periods • Bachelor’s degree or higher preferred

🏖️ Benefits

• Fully remote work anywhere in the US • Bonus and equity may also be provided for eligible roles • Reasonable accommodations for qualified individuals with disabilities