Customer Service Manager, Quince
Affordable luxury fashion & home goods
Open for applications
Affordable luxury fashion & home goods
1001+ employees
Open for applications
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, with at least 2 years managing high-volume customer service teams (retail or e-commerce a plus)
- Proven track record of managing on-site teams and maintaining high engagement and performance
- Strong understanding of key CX metrics and how to coach teams toward success
- Experience with CX platforms such as Zendesk, Gladly, or similar ticketing/CRM tools
- Excellent written and verbal communication skills, with a keen attention to tone and clarity
- Strong analytical skills with the ability to interpret data and translate into team actions
- Comfortable working in a fast-paced, evolving startup environment
- Weekend and holiday availability, especially during peak periods (e.g. November and December)
- Bachelor’s degree or higher preferred
What the job involves
- The Manager, CA Customer Service is a natural leader with a passion for delivering exceptional customer experiences and building high-performing teams. You bring proven success in managing CX teams, ideally in a fast-paced, digital-first environment. You balance empathy and accountability, know how to motivate and coach, and thrive on solving problems creatively while ensuring consistency in service quality
- You're data-informed, but people-driven — able to translate insights into actions, set clear goals, and inspire teams to exceed them. You’re tech-savvy, customer-obsessed, and love transforming challenges into opportunities
- Lead, manage, and develop a team of CA-based Retention Specialists focused on delivering best-in-class service across all support channels (email, chat, phone, social)
- Drive team performance and KPIs (CSAT, response times, retention rates, QA scores) and implement action plans for continuous improvement
- Create a culture of ownership, growth, and accountability through regular coaching, feedback, and performance reviews
- Collaborate cross-functionally with product, logistics, and marketing to address customer pain points and provide insights to drive improvements
- Lead initiatives that elevate the customer journey, reduce friction, and increase retention and satisfaction, e.g. support of new categories of business, category specialists, personal shoppers, VIP client support, etc
- Assist with hiring, onboarding, and ongoing training of Retention Specialists to ensure readiness and alignment with Quince values
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 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 & 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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