Customer Experience Category Specialist

ABOUT QUINCE

Quince is a destination for builders, creators, innovators, and operators who want to come together and challenge the status quo. Our mission is simple: make really high quality essentials for really low prices, fairly and sustainably. We deliver on that mission through a unique manufacturer-to-consumer (M2C) model eliminating the layers of traditional retail that add cost and result in consumers paying more than they need to. We find, build relationships with, and work directly with the manufacturing partners behind some of the world’s finest products. From there, our teams design smart, efficient operational processes and build and deploy proprietary technology, AI, and analytics to help us scale fast.

What began with a small assortment of elevated basics has quickly grown into a cross-category brand spanning apparel, accessories, home goods, and more. Today, tens of millions of people across a growing number of countries come – and return – to Quince because they trust us to deliver.

OUR CULTURE

Quince is a culture built for builders by builders. Our way of working starts with a blank sheet of paper. We question conventional thinking, use technology and data to uncover new opportunities, and move quickly to turn ideas into reality. We aren’t interested in replicating how others do retail. We’re building a better way – at a speed and scale unlike anything that’s been done before.

We dream big and chase the hard problems others shy away from. Rejecting long-held assumptions is part of our company's DNA. Where conventional wisdom says you have to choose – soft or durable, speed or rigor, quality or price – we ask why that trade-off has to exist in the first place.

Our pace is fast and the bar is high because our customers expect a lot from us and we refuse to let them down. We believe the best results come from challenging ourselves, learning from one another, and building on each other's strengths.

Here, responsibility is not determined by role, tenure, or seniority. Every team member - no matter their level - has the opportunity to drive our business and shape our trajectory.

If you’re someone who likes to imagine new possibilities and build better systems rather than plug-in to outdated ones, Quince is the place for you.

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 escalate 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 escalate 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 escalate 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 — $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 r