Customer Experience Specialist (United States)

As a Customer Experience Specialist, you are the face of Quince, turning challenging customer issues into "wow" moments. This is a crucial, omni-channel role where you'll seamlessly manage multiple conversations at once, often handling phone calls, chats, and emails concurrently. You'll embody our mission by providing a fair & transparent experience with an empathetic approach, inspiring confidence in every customer interaction. Use your critical thinking and empathy to troubleshoot and resolve customer concerns, turning potential negative experiences into positive ones. Build lasting customer loyalty by providing personalized support that leaves a great impression, while adapting quickly to diverse needs and offering effective, tailored solutions. Navigate multiple systems and handle multiple inquiries simultaneously, all while ensuring a world-class and efficient customer experience. Identify recurring customer issues or trends and provide feedback to help improve the customer experience and internal processes. Ensure consistent achievement of key performance metrics, including CSAT (Customer Satisfaction), customer retention, response time, and productivity.

Quince was started to challenge the existing idea that nice things should cost a lot. Our mission was simple: create an item of equal or greater quality than the leading luxury brands and sell them at a much lower price. Customer satisfaction is our highest priority. We're committed to sustainable materials and sustainable production methods. That means a cleaner environment and fair wages for factory workers. Quince is a retail and technology company co-founded by a team that has extensive experience in retail, technology and building early stage companies. You'll work with a team of world-class talent from Stanford GSB, Google, D.E. Shaw, Stitch Fix, Urban Outfitters, Wayfair, McKinsey, Nike etc.