Customer Experience Specialist

About Quince

Founded in 2018, Quince offers premium quality essentials at highly affordable prices by leveraging a direct-to-consumer model that eliminates middlemen and uses just-in-time production to reduce waste and maximize customer value. The company integrates technology like AI, analytics, and automation at its core, focusing on customer satisfaction, outstanding craftsmanship, timeless designs, innovation, transparency, and social/environmental responsibility. Quince partners globally with top-tier manufacturers and serves millions, rapidly growing with strong investor support.

Our Team and Success

Joining Quince means collaborating with a high-achieving team redefining quality, value, and sustainability in retail. The environment encourages innovation, impact, and shared mission to democratize luxury and provide exceptional products at low prices. This fosters a strong sense of belonging for those motivated by growth and purpose.

Role Overview

As a Customer Experience Specialist, you will serve as the empathetic, knowledgeable representative connecting customers through chat, email, phone, and social media, ensuring every interaction builds trust and showcases Quince’s quality.

Key Responsibilities

• Manage each customer interaction completely, delivering clear, caring, and confident communication.
• Resolve concerns with empathy, transforming problems into positive experiences.
• Efficiently utilize company tools while maintaining personal engagement.
• Provide feedback on recurring issues to enhance the overall customer journey.
• Gain in-depth product knowledge to offer genuine guidance.

Performance Metrics

• Customer satisfaction score (CSAT) of at least 4.8 out of 5.
• First-contact resolution rate at or above 80%.
• Quality assurance score minimum of 95%.
• Meeting service level agreements: chats answered within 60 seconds, emails responded to within 4 hours, and phone calls answered within 60 seconds.
• Propose at least one actionable improvement monthly.

Required Qualifications and Skills

• High school diploma or GED.
• At least two years’ experience in customer service.
• Proven ability to build relationships and handle issues effectively in remote setups with clear and professional communication.
• Reliable, quiet home workspace with internet speeds of minimum 75 Mbps download and 10 Mbps upload.

Personal Attributes

• Tech-savvy and eager to learn new tools that enhance service delivery.
• Empathetic and genuine brand representation that builds loyalty.
• Accountable and proactive in anticipating customer needs.
• Flexible and composed when facing changes or challenges.

Advancement Opportunities

• Specialized career paths such as Category Expert in Home, Jewelry, or Health/Wellness.
• Leadership progression from Senior Associate to Team Lead and Customer Experience Manager.
• Development tracks focused on Quality, Training, or Workforce Management.

Compensation and Benefits

• Starting wage of $23/hour with raises based on tenure.
• Potential performance bonuses up to $1,000 monthly.
• Three weeks of paid onboarding and training.
• Set working schedule with guaranteed hours.
• Comprehensive medical, dental, vision, life, disability insurance, and 401(k) plans.
• Referral incentives up to $1,000.

Additional Information

New hires undergo a 90-day probationary period which must be satisfactorily completed. Salary figures reflect base pay and may vary based on experience and location. Bonus and equity options may be available for suitable positions.

Equal Opportunity Statement

Quince is an equal employment employer, prohibiting discrimination or harassment based on legally protected characteristics such as race, color, religion, gender, disability, veteran status, sexual orientation, and more. The company also provides reasonable accommodations for qualified disabilities and performs background checks compliant with applicable laws.

Security Advisory

The company ensures recruitment integrity by communicating only through official channels and refrains from requesting personal financial details during the hiring process. Interviews occur on secure platforms like phone, video calls, or in-person.