B2B Support Specialist

🕒 June 11

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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

• Deliver $1.5M in closed transactional revenue by the end of the fiscal year through responsive lead management and upsell opportunities. • Act as the primary point of contact for our B2B self-service platform. You will assist customers in navigating the tool, managing their accounts, and streamlining their own ordering processes. • Maintain a same-day response time (Monday–Friday) for all inbound inquiries. In the B2B world, speed is our greatest competitive advantage. • As a member of a 'startup' unit within Quince, you won't just follow a manual, you’ll help write it. You will document FAQs and build templates to turn one-off fixes into repeatable workflows. • Uphold Quince’s reputation through obsessive attention to detail. You are responsible for 'winning the recovery' if an order goes sideways, taking full ownership of the solution until the customer is satisfied. • Manage the end-to-end lifecycle of corporate gifting and merch orders, from initial quote to final delivery. • Drive data-driven insights by maintaining a ‘single source of truth’ in HubSpot, ensuring all interactions, deal stages, and customer preferences are captured accurately. • Develop a deep technical understanding of our product catalog, customization capabilities (embroidery, screen print, etc.), and supply chain timelines. • Work closely with Operations and Logistics to ensure bulk orders are prioritized and fulfilled according to B2B client expectations.

🎯 Requirements

• 2–4 years in a sales support, account management, or retail operations role. Experience in the promotional products, gifting, or apparel industry is a massive plus. • Exceptional verbal and written skills with a proven ability to mirror a client’s professional tone, ensuring every interaction feels personalized and high-touch. • Proven experience working within a CRM (HubSpot preferred) and engaging with support tools like chatbots and customer experience platforms. • Basic proficiency in Google Sheets/Excel (vlookups, pivot tables) for managing large bulk-order spreadsheets and SKU lists. • Comfortable navigating and troubleshooting back-end e-commerce platforms; you should be tech-savvy enough to teach a customer how to use your self-service tools.

🏖️ Benefits

• All posted ranges are reflective of base salary and may vary depending upon experience level and location. • Bonus and equity may also be provided for eligible roles.