Senior Customer Experience Specialist

ABOUT QUINCE Founded in 2018, Quince was built to challenge the idea that nice things have to cost a lot. Our mission is simple: to make really high quality essentials for really low prices, produced fairly and sustainably. We believe everyone deserves exceptional craftsmanship and timeless design without the traditional markups. Quince is a direct-to-consumer (DTC) model that cuts out middlemen and leverages just-in-time manufacturing to minimize waste and maximize value. Founded in 2018, Quince was built to challenge the idea that nice things have to cost a lot. Our mission is simple: to make really high quality essentials for really low prices, produced fairly and sustainably. We believe everyone deserves exceptional craftsmanship and timeless design without the traditional markups. Quince is a direct-to-consumer (DTC) model that cuts out middlemen and leverages just-in-time manufacturing to minimize waste and maximize value. Quince partners with world-class manufacturers across the globe and serves millions of customers. With strong investor backing and a focus on sustainable growth, we are a company that is rapidly scaling while maintaining a commitment to quality, simplicity, and radical price transparency. OUR TEAM AND SUCCESS 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. THE ROLE Senior Customer Experience Specialist We're seeking a Senior Customer Experience Specialist to join our Customer Experience team. You'll move beyond ticket resolution to become a category authority—owning complex escalations, identifying systemic improvements, and driving operational excellence. In this role, you'll: Own escalated and complex cases; recognize patterns and elevate with evidence Collaborate cross-functionally with product, quality, and operations Develop deep product expertise in your category (and flex into others as we scale) Ask "why" and "how do we prevent this next time?"—not just solve today's problem You’ll drive measurable impact on customer loyalty, operational health, and team capability while positioning yourself for growth into specialization, leadership, or enablement. RESPONSIBILITIES Become a trusted category expert and subject matter expert for your assigned product category, serving as the go-to resource for team members, escalations, and complex customer scenarios Own escalated and complex customer cases with intention—handling high-impact, sensitive, or retention-risk issues (product quality, safety escalations, damage claims) with empathy and precision Identify and elevate trends and patterns by monitoring recurring customer feedback, product issues, and friction points; synthesize insights with supporting evidence for leadership and cross-functional partners Collaborate cross-functionally with product, quality, operations, and logistics teams to investigate root causes and implement lasting solutions to systemic issues; own follow-up and resolution tracking Build and improve processes by identifying gaps in workflows, SOPs, and documentation; propose improvements and pilot new approaches that reduce customer effort and team friction Handle health and safety escalations with urgency—investigate product safety concerns, adverse reactions, or quality defects thoroughly and partner with internal stakeholders on documentation and resolution Anticipate and communicate proactively about product updates, recalls, availability changes, and quality concerns to reduce inbound inquiries and build customer trust Manage complex and ambiguous situations with calm judgment, making thoughtful decisions that protect brand integrity and customer relationships when information is incomplete or priorities conflict Model exceptional communication across all channels (chat, email, phone, social), setting the standard for clarity, empathy, and precision that reflects Quince's attention to detail and care QUALIFICATIONS Required Strong communication skills with demonstrated ability to balance empathy with clarity across written and verbal channels Solid understanding of customer lifecycle (order to delivery to post-purchase support) and proactive approach to problem-solving Ownership mindset: take full responsibility for outcomes, not just effort; follow through completely and anticipate customer needs before they escalate Comfort with ambiguity and strong organizational skills; ability to make thoughtful, reasoned decisions with incomplete information Ability to work effectively with cross-functional partners (product, quality, ops, logistics) and know when and how to elevate appropriately Product-savvy orientation with genuine interest in becoming a deep expert in your category Builder mentality: demonstrate curiosity about root causes and willingness to identify and propose process improvements Prior cross-functional collaboration experience (working with product, operations, quality, or similar teams) Evidence of identifying recurring issues and proposing or implementing improvements Comfort with technology tools and willingness to adopt AI or automation thoughtfully to improve efficiency Background in direct-to-consumer, retail, e-commerce, or luxury goods environments Preferred Demonstrated experience in one or more of the following categories: Consumer Packaged Goods (CPG) — Health/safety escalations, ingredient sensitivities, quality concerns, fast-moving inventory Furniture & Home Goods — Materials knowledge, assembly issues, damage claims, high-value items, logistics complexity Logistics & Operations — Fulfillment, carrier coordination, tracking, SLAs, vendor management Health & Wellness — Product efficacy, adverse reactions, regulatory considerations, sensitive customer needs Why You’ll Love working here Impactful work shaping customer loyalty Culture of ownership and autonomy Continuous growth in a fast-paced, luxury-brand environment Beautiful products, transparent pricing, and happy customers Compensation & Benefits $26.00 per hour with tenure based increases. Up to $1,000 monthly performance bonus 3-week paid training and onboarding Set schedule with guaranteed hours Medical, Dental, Vision & Prescription, Virtual Healthcare, Life and Disability, 401K and more. All posted ranges are reflective of base salary and may vary depending upon experience level and location. Bonus and equity may also be provided for eligible roles. Pay Range: $26 USD - $26 USD WHY QUINCE? Joining Quince means being part of a mission-driven team reshaping retail. You will work alongside talented colleagues, tackle meaningful challenges, and contribute to building a more sustainable, accessible future for customers and partners alike. EQUAL OPPORTUNITY & HIRING INTEGRITY Quince provides equal employment opportunities to all employees and applications for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran or military status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. Quince is committed to providing reasonable accommodations to qualified individuals with disabilities. If you need a reasonable accommodation to complete your application or to perform the essential functions of a role at Quince, please let us know by completing this accommodation form. We review all requests individually and will work with you to determine appropriate accommodations on a case-basis. Employment is contingent upon successful completion of a background check. Quince will conduct background checks in compliance with applicable federal, state, and local laws. #J-18808-Ljbffr