Customer Experience Team Manager

Responsibilities

• Lead, manage, and develop a team of US-based Retention Specialists delivering best-in-class omni-channel customer experiences (email, chat, phone, social).
• Drive team performance and KPIs (CSAT, response times, retention, QA) with continuous improvement initiatives, aligned with Results Matter and Measure What Matters principles.
• Coach and mentor team members to grow their skills, maintain engagement, and exceed performance expectations.
• Collaborate cross-functionally with product, logistics, and marketing to solve customer pain points, improve processes, and elevate the customer journey.
• Led initiatives that reduce friction, improve efficiency, and enhance customer satisfaction, applying Test & Learn and Scrappy thinking.
• Aid with hiring, onboarding, and training Retention Specialists, ensuring alignment with Quince values and operating principles.

Qualifications

• 4+ years of customer experience or support leadership, including 2+ years managing high-volume, remote customer service teams (retail or e-commerce a plus).
• Proven ability to maintain engagement, accountability, and performance in remote and distributed teams.
• Strong understanding of key CX metrics and ability to drive results using KPIs.
• Experience with CX platforms such as Zendesk, Gladly, or similar ticketing/CRM tools.
• Excellent written and verbal communication skills, with keen attention to clarity, tone, and customer focus.
• Comfortable working in a fast-paced, evolving startup environment, demonstrating adaptability, growth mindset, and scrappiness.
• Weekend and holiday availability, especially during peak periods (November–December).
• Bachelor’s degree or higher preferred.

Pay

Pay Range: $75,000 - $95,000 USD
Pay Range: $75,000 USD - $95,000 USD