Customer Experience Specialist

Customer Experience Specialist

Quince is a rapidly growing direct-to-consumer (DTC) company disrupting the retail industry. Founded in 2018, our mission is to make high-quality essentials accessible at fair prices through sustainable and ethical production. We leverage technology, including AI and analytics, to redefine the customer experience and minimize waste.

At Quince, we are driven by our core values: Customer First, High Quality, Essential Design, Always a Better Deal, and Social & Environmental Responsibility. We are looking for passionate individuals to join our high-performing team and help us build a new category of luxury and value.

About the Role

As a Customer Experience Specialist, you will be the human connection behind the Quince brand. You will engage with customers across various channels, including chat, email, and phone, providing exceptional service, embodying our commitment to quality, and building trust with every interaction.

Key Responsibilities

• Own customer interactions from beginning to end, ensuring clarity, care, and confidence.
• Resolve customer issues with empathy, transforming challenges into positive experiences.
• Efficiently utilize tools while maintaining a genuine human touch.
• Provide insights and identify recurring patterns to help improve the overall customer experience.
• Develop deep product knowledge to offer authentic guidance to customers.

What Success Looks Like

• Customer Satisfaction (CSAT) score of 4.8/5 or higher.
• First-Contact Resolution rate of 80% or higher.
• Quality Assurance (QA) score of 95% or higher.
• Meeting Service Level Agreements (SLAs): chat response time ≤ 60 seconds, email response time ≤ 4 hours, phone Average Speed of Answer (ASA) ≤ 60 seconds.
• Contributing at least one actionable improvement suggestion per month.

What You Bring

• Digital Intelligence: Proficiency in adopting and utilizing new tools to enhance service delivery.
• Empathy & Brand Ambassadorship: Ability to build customer loyalty through warm, polished, and authentic interactions.
• Ownership: Taking full responsibility for outcomes and proactively anticipating customer needs.
• Adaptability: Thriving in a dynamic environment while maintaining composure and consistency.

Requirements

• High School diploma or GED.
• Minimum of 4 years of customer service experience.
• Proven ability to build relationships and effectively resolve issues in a remote setting.
• Excellent clear and professional communication skills.
• A dedicated, quiet workspace with reliable high-speed internet (minimum 75 Mbps download / 10 Mbps upload).
• Successful completion of a 90-day introductory period is required.

Growth Opportunities

• Specialist Tracks: Develop expertise in specific product categories (Home, Jewelry, Health/Wellness).
• Leadership Tracks: Progress from Senior Associate to Team Lead or CX Manager.
• Enablement Tracks: Move into roles focused on Quality & Training or Workforce Management.

Why You'll Love Working Here

• Engage in impactful work that shapes customer loyalty.
• Experience a culture that fosters ownership and autonomy.
• Benefit from continuous growth opportunities in a fast-paced, luxury-brand environment.
• Work with beautiful products, enjoy transparent pricing, and contribute to happy customer experiences.

Compensation & Benefits

• Hourly Rate: $23/hour, with tenure-based increases.
• Performance Bonus: Up to $1,000 per month.
• Paid Training: 3 weeks of comprehensive training and onboarding.
• Guaranteed Hours: A set schedule with guaranteed working hours.
• Comprehensive Benefits: Medical, dental, vision, life, disability insurance, 401(k), and more.
• Referral Bonuses: Up to $1,000 for successful referrals.

This is a permanent, remote position based in the USA.