Senior Customer Experience Specialist

About the role

We are seeking a Senior Customer Experience Specialist to join our Customer Experience team. You'll move beyond ticket resolution to become a category authority—owning complex escalations, identifying systemic improvements, and driving operational excellence.

Responsibilities

• Own escalated and complex cases; recognize patterns and escalate with evidence
• Collaborate cross-functionally with product, quality, and operations
• Develop deep product expertise in your category (and flex into others as we scale)
• Ask "why" and "how do we prevent this next time?"—not just solve today's problem
• Drive measurable impact on customer loyalty, operational health, and team capability while positioning yourself for growth into specialization, leadership, or enablement

Qualifications

• Strong communication skills with demonstrated ability to balance empathy with clarity across written and verbal channels
• Solid understanding of customer lifecycle (order to delivery to post-purchase support) and proactive approach to problem-solving
• Ownership mindset: take full responsibility for outcomes, not just effort; follow through completely and anticipate customer needs before they escalate
• Comfort with ambiguity and strong organizational skills; ability to make thoughtful, reasoned decisions with incomplete information
• Product-savvy orientation with genuine interest in becoming a deep expert in your category
• Builder mentality: demonstrate curiosity about root causes and willingness to identify and propose process improvements
• Prior cross-functional collaboration experience (working with product, operations, quality, or similar teams)
• Evidence of identifying recurring issues and proposing or implementing improvements
• Comfort with technology tools and willingness to adopt AI or automation thoughtfully to improve efficiency

Preferred

• Demonstrated experience in one or more of the following categories: Consumer Packaged Goods (CPG) — Health/safety escalations, ingredient sensitivities, quality concerns, fast-moving inventory; Furniture & Home Goods — Materials knowledge, assembly issues, damage claims, high-value items, logistics complexity; Logistics & Operations — Fulfillment, carrier coordination, tracking, SLAs, vendor management; Health & Wellness — Product efficacy, adverse reactions, regulatory considerations, sensitive customer needs

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

• $26.00 per hour with tenure based increases
• Up to $1,000 monthly performance bonus
• 3-week paid training and onboarding
• Set schedule with guaranteed hours
• Medical, Dental, Vision & Prescription, Virtual Healthcare, Life and Disability, 401K and more
• All posted ranges are reflective of base salary and may vary depending upon experience level and location
• Bonus and equity may also be provided for eligible roles

Pay Range

$26 USD - $26 USD

Why Quince?

• Joining Quince means being part of a mission-driven team reshaping retail
• You will work alongside talented colleagues, tackle meaningful challenges, and contribute to building a more sustainable, accessible future for customers and partners alike

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