Customer Service Team Manager, Quince
German Speaker
€62.2-73.2k
4 days a week in office
Affordable luxury fashion & home goods
Be an early applicant
Affordable luxury fashion & home goods
1001+ employees
Be an early applicant
€62.2-73.2k
4 days a week in office
1001+ 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
- 4+ years of customer experience or support leadership, including 2+ years managing high-volume, customer service teams (retail or e-commerce a plus)
- Professional fluency in German and English (written and spoken) — able to coach, deliver feedback, and communicate nuanced customer and business topics effectively in both languages
- Proven ability to maintain engagement, accountability, and performance in remote and distributed teams
- Strong understanding of key CX metrics and ability to drive results using KPIs
- Experience with CX platforms such as Zendesk, Gladly, or similar ticketing/CRM tools
- Excellent written and verbal communication skills, with keen attention to clarity, tone, and customer focus
- Comfortable working in a fast-paced, evolving startup environment, demonstrating adaptability, growth mindset, and scrappiness
- Weekend and holiday availability, especially during peak periods (November–December)
- Bachelor’s degree or higher preferred
What the job involves
- We are seeking a German-bilingual Customer Service Team Manager to build and lead our founding German Customer Experience team, based in our Center of Excellence in Barcelona on a hybrid schedule
- This is a hands-on, people-first leadership role responsible for standing up and scaling a high-performing CX team that delivers consistently exceptional customer experiences across all channels—phone, chat, email, and social—for our German-speaking customers
- Fluency in both German and English is required, as you will hire, coach, and develop frontline German-speaking Customer Experience Specialists while collaborating across our global CX organization
- In this role, you will drive measurable business and customer impact by developing frontline talent, embedding operational rigor, translating data and customer insights into action, and leveraging technology and automation to continuously improve performance, efficiency, and engagement in a fast-paced, dynamic environment
- Lead, manage, and develop a team of Barcelona - based CX Specialists delivering best-in-class omni-channel customer experiences (phone, chat, sms, email)
- Elevate team performance and KPIs (CSAT, FCR, Quality, Productivity) through continuous improvement, empowering the team to deliver frictionless, luxury-grade service rooted in a genuine, human-centered Quince standard of care
- Coach and mentor team members to grow their skills, maintain engagement, and exceed performance expectations
- Collaborate cross-functionally with product, logistics, and marketing to solve customer pain points, improve processes, and elevate the customer journey
- Lead initiatives that reduce friction, improve efficiency, and enhance customer satisfaction, applying Test & Learn and Scrappy thinking
- Assist with hiring, onboarding, and training CX Specialists, ensuring alignment with Quince values and operating principles
Our take
Recently, there has been more widespread awareness of the alarming waste of resources and environmental impact caused by the fast fashion industry. Recognizing these concerns, Quince is looking to 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 middlemen. The company provides wardrobe staples and home goods, with an emphasis on minimalism, simplicity and timeless designs.
The company 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, providing a more efficient and sustainable shopping experience. This has proven very popular, allowing the company to raise significant funding, reach a valuation of $4.5 billion and expand to Canada.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
58% employee growth in 12 months
Company
Funding (last 2 of 7 rounds)
Mar 2026
$500m
SERIES E
Jul 2025
$200m
LATE VC
Total funding: $958m
Company HQ
SoMa, San Francisco, CA
Leadership
Sid Gupta
(CEO & Co-founder)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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