Customer Experience Category Specialist

Quince
United States
Workplace: RemoteFull timeUSD 26 - 26 hourlyFunction: Customer Support (Service Desk)Experience: 3+ yearsSkills: ["Results-driven","Systemic thinking","Curiosity","Adaptability","Feedback responsiveness"]

Own the end-to-end customer experience for a product line across phone, SMS/chat, and email. You’ll act as a category authority—solving customer issues, analyzing recurring problems with data, and collaborating to prevent future issues systemically. The role requires deep product understanding, comfort with ambiguity, and the ability to drive measurable improvements to customer satisfaction, response times, and quality performance.

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Quince
Quince
2 days ago

Customer Experience Category Specialist

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Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 19 hours agoStatus: Live
Reposted: similar role first listed 4 weeks ago

Job Summary

Own the end-to-end customer experience for a product line across phone, SMS/chat, and email. You’ll act as a category authority—solving customer issues, analyzing recurring problems with data, and collaborating to prevent future issues systemically. The role requires deep product understanding, comfort with ambiguity, and the ability to drive measurable improvements to customer satisfaction, response times, and quality performance.
Location: United States
Workplace: Remote
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Own the full customer experience for a product line across phone, SMS/chat, and email.
  • •Solve customer problems while acting as a category authority on products, complaints, common issues, and edge cases.
  • •Identify patterns in customer interactions and use evidence and data to prevent systemic issues.
  • •Collaborate to drive improvements based on observed quality complaints and root-cause insights.
  • •Deliver high-volume support with quick response times and rare mistakes.

Pay and Benefits

Salary: USD 26 hourly
Perks:Health InsuranceDentalVisionLife InsuranceDisability InsurancePaid Leave401k

Key Requirements

  • •3+ years of client-facing, omni-channel customer experience (retail, e-commerce, SaaS, hospitality).
  • •Demonstrated top performance, driven by results and measurable impact.
  • •Curiosity and a systemic approach to understanding “why” problems happen.
  • •Comfort working with ambiguity and moving without perfect information.
  • •Genuine care for elevating customer experience and taking feedback to improve.
Experience:3+ years
Skills:Results-drivenSystemic thinkingCuriosityAdaptabilityFeedback responsiveness
Languages:English

Company Brief

Quince
Quince is a direct-to-consumer brand offering affordable, high-quality apparel, home goods, and essentials—such as cashmere, basics, and home textiles—focused on transparent sourcing and value pricing for customers.
Industry: Direct to Consumer Brands
Company Size: Medium (51 to 250 employees)
Growth: Growth Stage Startup
Headquarters: San Francisco, United States
Founded: 2015
WebsiteLinkedIn