Customer Experience Associate

About the role

The Customer Experience Specialist at Quince is responsible for connecting with customers across various channels to deliver thoughtful service, build loyalty, and maintain trust. This role requires a high level of digital intelligence, empathy, and adaptability.

Responsibilities

• 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

What You Bring

• Digital Intelligence: Comfortable adopting new tools to enhance service.
• Empathy & Brand Ambassadorship: Builds loyalty through warm, polished, and authentic interactions.
• Ownership: Takes full responsibility for outcomes and anticipates customer needs.
• Adaptability: Thrives amid change while maintaining calm and consistency.

Qualifications

• High School diploma or GED
• Minimum 2 years of customer service experience
• Proven ability to build relationships and resolve issues effectively in a remote environment
• Dedicated, quiet workspace and reliable high-speed internet (75+ Mbps download / 10+ Mbps upload)

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: $21/hour starting, $22/hour after 90 days, Up to $1,000/month performance bonus, 3-week paid training and onboarding, Set schedule with guaranteed hours, Medical, dental, vision, life, disability, 401(k), and more, Referral bonuses of up to $1,000.

Pay Range

$23 USD - $23 USD

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-by-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. Security Advisory: Beware of Frauds At Quince, we're dedicated to recruiting top talent who share our drive for innovation. To safeguard candidates, Quince emphasizes legitimate recruitment practices. Initial communication is primarily via official Quince email addresses and LinkedIn; beware of deviations. Personal data and sensitive information will not be solicited during the application phase. Interviews are conducted via phone, in person, or through the approved platforms Google Meets or Zoom—never via messaging apps or other calling services. Offers are merit-based, communicated verbally, and followed up in writing. If personal information is requested to initiate the hiring process, rest assured it will be through secure and protected means.