Customer Experience Specialist

Responsibilities At Quince, you will be part of a high-performing team that is redefining what quality, value, and sustainability mean in modern retail We are a destination for builders, innovators, and operators to come together and challenge the status quo Our collective ambition is bold We are creating an entirely new category and customer experience – one that democratizes luxury and provides high quality products at radically low prices That mission demands a world-class team committed to excellence If you are motivated by impact, growth, and purpose, you will find a strong sense of belonging at Quince Be the human heartbeat behind Quince. You’ll connect with customers across chat, email, phone, and social channels — delivering thoughtful service, timeless quality, and trust in every interaction Own each customer interaction from start to finish, ensuring clarity, care, and confidence Resolve issues with empathy, turning challenges into positive experiences Navigate tools efficiently while keeping the human touch Share insights and recurring patterns to help improve the experience Become a product expert to guide customers authentically What Success Looks Like CSAT ≥ 4.8/5 First-Contact Resolution ≥ 80% QA Score ≥ 95% Meets SLAs (chat ≤ 60s, email ≤ 4h, phone ASA ≤ 60s) Contributes at least one actionable improvement per month Qualifications Digital Intelligence: Comfortable adopting new tools to enhance service Empathy & Brand Ambassadorship: Builds loyalty through warm, polished, and authentic interactions Adaptability: Thrives amid change while maintaining calm and consistency Ownership: Takes full responsibility for outcomes and anticipates customer needs Minimum 4 years of customer service experience Proven ability to build relationships and resolve issues effectively in a remote environment while communicating clearly and professionally High School diploma or GED Dedicated, quiet workspace and reliable high-speed internet (75+ Mbps download / 10+ Mbps upload) #J-18808-Ljbffr