Quince is searching for a proven leader to manage and inspire our U.S.-based Customer Experience team. If you thrive on coaching, building high-performing teams, and delivering exceptional customer experiences in a fast-paced digital environment, this role is for you.
About Quince
Quince was founded to challenge the belief that luxury quality must come at luxury prices. Our mission is to deliver premium products at radically lower prices by focusing on timeless design, sustainable production, and transparent pricing. Backed by leaders from Google, Stitch Fix, Wayfair, Nike, and more, Quince is a growing retail and technology company shaping the future of accessible luxury.
Schedule
- Full-time, remote (U.S. based)
- Weekend and holiday availability required, especially during peak periods (November and December)
What You’ll Do
- Lead and develop a team of Retention Specialists across multiple support channels (email, chat, phone, social)
- Drive team performance metrics (CSAT, response time, retention, QA scores) through coaching, training, and action planning
- Build a culture of accountability, ownership, and growth with regular 1:1s, feedback, and performance reviews
- Partner with cross-functional teams (product, logistics, marketing) to address customer pain points and elevate the customer journey
- Launch initiatives to enhance loyalty, including VIP support, personal shopper services, and category specialists
- Oversee hiring, onboarding, and training of new team members, ensuring alignment with Quince’s values
What You Need
- 4+ years in customer experience or support leadership, including 2+ years managing high-volume teams
- Proven success managing remote teams with strong engagement and results
- Strong knowledge of CX metrics and how to coach toward success
- Hands-on experience with CX tools like Zendesk, Gladly, or similar CRM/ticketing platforms
- Exceptional written and verbal communication, with a keen eye for tone and clarity
- Analytical mindset with ability to translate data into actionable insights
- Bachelor’s degree preferred
- Flexible, adaptable, and comfortable in a fast-moving startup environment
Pay & Benefits
- Competitive salary based on experience
- Performance-based bonus eligibility
- Fully remote flexibility within the U.S.
- Opportunity to grow within a mission-driven, scaling company
At Quince, you’ll lead the team that directly shapes how customers experience our brand—transforming challenges into opportunities and building long-term loyalty.
Happy Hunting,
~Two Chicks…