Customer Experience Specialist

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. Key responsibilities include owning each customer interaction, resolving issues with empathy, sharing insights, and becoming a product expert.

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%
• Maintains Service Level Agreements (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

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

Qualifications

• High School diploma or GED
• Minimum 4 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)