Customer Experience Specialist, Quince
$21 USD per hour
Affordable luxury fashion and home goods brand
Open for applications
Affordable luxury fashion and home goods brand
201-500 employees
Open for applications
$21 USD per hour
201-500 employees
Company mission
To create products of equal or greater quality than the leading luxury brands at a much lower price.
Role
Who you are
- We are looking for someone who is not just seeking a job, but a long-term home where you can grow, learn, and contribute to a mission-driven team
- You are a people-first person with an intuitive understanding of the customer's experience
- You deeply care about solving problems and turning a potentially frustrating situation into a positive and memorable interaction
- Your communication is world-class, demonstrating both empathy and rigor in a way that provides clear, concise, and helpful information to customers
- You possess an exceptional ability to multi-task and maintain focus in a high-volume, dynamic work environment
- You are a self-starter who is comfortable and familiar with working remotely and can thrive in a distraction-free work environment
- You are flexible and available to work weekends and key holidays as needed, including in November and December
- You are curious and have a growth mindset, willing to embrace feedback and challenge to accelerate your learning
- Teamwork: You are a collaborative team player, eager to provide and receive feedback to improve performance
- Scrappy Mentality: You are resourceful and adaptable, finding creative solutions to problems when needed
- High School diploma or GED equivalent
- At least 2 years of Customer Service experience, with a proven ability to manage your time and prioritize tasks in a remote or unsupervised setting
- A proven track record of handling high-volume customer inquiries across multiple digital channels (phone, email, chat)
- Demonstrated ability to write and communicate with exceptional clarity and attention to detail
- Experience in a job where a strong ability to problem-solve was a core function
- Technical:
- A reliable, high-speed internet connection with a minimum download speed of 75+ Mbps and a minimum upload speed of 10+Mbps
What the job involves
- As a Customer Experience Specialist, you are the face of Quince, turning challenging customer issues into "wow" moments. This is a crucial, omni-channel role where you'll seamlessly manage multiple conversations at once, often handling phone calls, chats, and emails concurrently
- You'll embody our mission by providing a fair & transparent experience with an empathetic approach, inspiring confidence in every customer interaction
- Use your critical thinking and empathy to troubleshoot and resolve customer concerns, turning potential negative experiences into positive ones
- Build lasting customer loyalty by providing personalized support that leaves a great impression, while adapting quickly to diverse needs and offering effective, tailored solutions
- Navigate multiple systems and handle multiple inquiries simultaneously, all while ensuring a world-class and efficient customer experience
- Identify recurring customer issues or trends and provide feedback to help improve the customer experience and internal processes
- Ensure consistent achievement of key performance metrics, including CSAT (Customer Satisfaction), customer retention, response time, and productivity
Our take
The rise in fast fashion has brought widespread awareness of the alarming waste of resources and the significant environmental impact caused by the industry. Recognizing these concerns, Quince is looking to address these issues and offer a more sustainable alternative to consumers.
Quince is a direct-to-consumer brand that offers high-quality products at lower prices by cutting out the middleman. The company focuses on providing wardrobe staples and home goods, with an emphasis on minimalism, simplicity, and timeless designs.
Quince works directly with factories to produce inventory on a near-just-in-time basis. By eliminating unnecessary intermediaries, Quince can streamline the supply chain and reduce financial and environmental waste. This approach allows Quince to ship goods directly to consumers' doorsteps, minimizing transportation and warehousing costs and as a result, providing customers with a more efficient and sustainable shopping experience.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
58% employee growth in 12 months
Company
Funding (last 2 of 3 rounds)
Jul 2025
$200m
LATE VC
Jan 2025
$120m
SERIES C
Total funding: $397m
Company HQ
SoMa, San Francisco, CA
Leadership
Sid Gupta
(CEO)Graduated from Stanford University with an MBA in Finance. Previously the Founder and CEO of Lolli and Pops as well as the Director of Strategy at TechTurn.
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