Customer Experience Category Specialist

ABOUT QUINCE Quince is a destination for builders, creators, innovators, and operators who want to come together and challenge the status quo. Our mission is simple: make really high quality essentials for really low prices, fairly and sustainably. We deliver on that mission through a unique manufacturer-to-consumer (M2C) model eliminating the layers of traditional retail that add cost and result in consumers paying more than they need to. We find, build relationships with, and work directly with the manufacturing partners behind some of the world’s finest products. From there, our teams design smart, efficient operational processes and build and deploy proprietary technology, AI, and analytics to help us scale fast. What began with a small assortment of elevated basics has quickly grown into a cross-category brand spanning apparel, accessories, home goods, and more. Today, tens of millions of people across a growing number of countries come – and return – to Quince because they trust us to deliver. OUR CULTURE Quince is a culture built for builders by builders. Our way of working starts with a blank sheet of paper. We question conventional thinking, use technology and data to uncover new opportunities, and move quickly to turn ideas into reality. We aren’t interested in replicating how others do retail. We’re building a better way – at a speed and scale unlike anything that’s been done before. • We dream big and chase the hard problems others shy away from. Rejecting long-held assumptions is part of our company's DNA. Where conventional wisdom says you have to choose – soft or durable, speed or rigor, quality or price – we ask why that trade-off has to exist in the first place. • Our pace is fast and the bar is high because our customers expect a lot from us and we refuse to let them down. We believe the best results come from challenging ourselves, learning from one another, and building on each other's strengths. • Here, responsibility is not determined by role, tenure, or seniority. Every team member - no matter their level - has the opportunity to drive our business and shape our trajectory. If you’re someone who likes to imagine new possibilities and build better systems rather than plug-in to outdated ones, Quince is the place for you. THE ROLE Customer Experience Category Specialist You'll be the category authority—a hybrid of customer service specialist, product owner, and operations strategist. In this customer facing role you’re not just solving problems. You're owning the entire experience for your product line and pushing the business to get better. This is a true omni-channel position - your customer interactions will span across multiple channels including phone, sms/chat and email. But it doesn't stop there. You notice patterns. You gather data. You think about why problems are happening in the first place, not just how to fix today's customer. You collaborate systematically. 'We've had 7 quality complaints on this item in a month. Here's the evidence. Here's what I think we should do.' You prevent the next problem. You're also an expert. The team comes to you. You know the products inside and out. You understand the customer complaints, the common issues, the edge cases. This is a startup, which means gray areas pop up daily, we move fast, and you'll have impact quickly. You'll own things. You'll grow here. You'll make a real impact on how we serve customers and build our business. QUALIFICATIONS Who you are: • 3+ years of client facing, omni channel customer experience (retail, e-commerce, SaaS, hospitality) • Consistent top performer, driven by results and impact. • Curious. You ask 'why' and think systemically. • Comfortable with ambiguity. You don't need perfect information to move. • Genuinely care about elevating the customer experience. • Coachable. You take feedback and actually change. • Not scared of tools. You learn systems quickly. • Understand luxury—quality, attention to detail, respect for the customer's investment. • Remote-capable. You work independently but enjoy team collaboration. What success looks like Customer satisfaction. Quick response times. Rare mistakes. High volume without cutting corners. Within 90 days, you've identified one systemic way to prevent customer problems Compensation & Benefits • $26.00 per hour with tenure based increases • Monthly performance bonus of up to $1,000 • 3 week paid training and onboarding • Set schedule with guaranteed offers • Benefits: Medical, Dental, Vision, Prescription, Life/Disability insurance, PTO, 401(k)and more • Remote: Flexible, US-based 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 – $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 . 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.