Senior Customer Experience Specialist

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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

• Own escalated and complex customer cases, including high-impact, sensitive, or retention-risk issues • Serve as the trusted category expert and subject matter expert for an assigned product category • Identify recurring customer feedback, product issues, and friction points, and synthesize evidence for leadership and cross-functional partners • Collaborate with product, quality, operations, and logistics teams to investigate root causes and implement lasting solutions • Build and improve workflows, SOPs, documentation, and other customer experience processes • Handle health and safety escalations, including product safety concerns, adverse reactions, and quality defects • Communicate proactively about product updates, recalls, availability changes, and quality concerns • Manage complex and ambiguous situations using sound judgment to protect brand integrity and customer relationships • Model exceptional communication across chat, email, phone, and social channels • Drive measurable impact on customer loyalty, operational health, and team capability

🎯 Requirements

• Strong written and verbal communication skills, balancing empathy with clarity • Solid understanding of the customer lifecycle from order through delivery and post-purchase support • Ownership mindset with ability to take responsibility for outcomes and anticipate customer needs • Comfort with ambiguity and strong organizational skills • Ability to make thoughtful, reasoned decisions with incomplete information • Ability to work effectively with product, quality, operations, and logistics partners • Ability to escalate appropriately • Product-savvy orientation and genuine interest in becoming a category expert • Curiosity about root causes and willingness to propose process improvements • Prior cross-functional collaboration experience with product, operations, quality, or similar teams • Evidence of identifying recurring issues and proposing or implementing improvements • Comfort with technology tools and willingness to adopt AI or automation • Background in direct-to-consumer, retail, e-commerce, or luxury goods environments • Employment contingent upon successful completion of a background check

🏖️ Benefits

• $26.00 per hour with tenure based increases • Up to $1,000 monthly performance bonus • 3-week paid training and onboarding • Set schedule with guaranteed hours • Medical, Dental, Vision & Prescription • Virtual Healthcare • Life and Disability insurance • 401K • Impactful work shaping customer loyalty • Culture of ownership and autonomy • Continuous growth in a fast-paced, luxury-brand environment