Senior Customer Experience Specialist

Quince
United States
Workplace: RemoteFull timeUSD 26 - 26 hourlyFunction: Customer Support (Service Desk)Skills: ["Communication","Empathy","Ownership","Organizational skills","Cross-functional collaboration"]

Own escalated, complex customer cases and become a category authority that drives operational excellence. Partner cross-functionally with product, quality, operations, and logistics to identify root causes, monitor recurring issues, and implement lasting process improvements. Communicate proactively across channels (chat, email, phone, social) with clarity and empathy, while using a builder mindset to prevent future issues and improve customer loyalty and team capability.

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Quince
Quince
2 days ago

Senior Customer Experience Specialist

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Last checked: 6 hours agoStatus: Live

Job Summary

Own escalated, complex customer cases and become a category authority that drives operational excellence. Partner cross-functionally with product, quality, operations, and logistics to identify root causes, monitor recurring issues, and implement lasting process improvements. Communicate proactively across channels (chat, email, phone, social) with clarity and empathy, while using a builder mindset to prevent future issues and improve customer loyalty and team capability.
Location: United States
Workplace: Remote
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Mid level

Key Responsibilities

  • •Serve as a trusted category and subject matter expert for assigned product categories, supporting escalations and complex customer scenarios.
  • •Handle escalated and high-impact customer cases (including quality, safety escalations, and damage claims) with empathy and precision.
  • •Identify and escalate trends and patterns from recurring customer feedback and product issues, synthesizing evidence for leadership and partners.
  • •Collaborate cross-functionally to investigate root causes and implement lasting solutions to systemic issues, owning follow-up and resolution tracking.
  • •Build and improve workflows, SOPs, and documentation; pilot process improvements to reduce customer effort and team friction.

Pay and Benefits

Salary: USD 26 hourly
Perks:Health InsuranceDentalVision401k

Key Requirements

  • •Strong communication skills with the ability to balance empathy and clarity across written and verbal channels.
  • •Solid understanding of the customer lifecycle (order to delivery to post-purchase support) and proactive problem-solving.
  • •Take an ownership mindset for outcomes, follow through completely, and anticipate customer needs before they escalate.
  • •Comfort with ambiguity and strong organizational skills; make thoughtful decisions with incomplete information.
  • •Ability to work effectively with cross-functional partners (product, quality, ops, logistics) and escalate appropriately, with interest in becoming a deep category expert.
Experience:Direct-to-consumerRetailE-commerceLuxury goods
Skills:CommunicationEmpathyOwnershipOrganizational skillsCross-functional collaboration
Languages:En
Tech Stack:AIAutomation

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