Quince · 13 hours ago
CS Learning and Development Specialist
United States
Full-time
Remote
Mid Level
$84K/yr - $120K/yr
4+ years expQuince is a tech company disrupting the retail industry by integrating AI, analytics, and automation into their operations. They are seeking a CS Learning and Development Specialist to enhance customer experience through effective training delivery, onboarding, and skill reinforcement for customer care agents.
Retail
Responsibilities
Lead end-to-end new hire onboarding experiences that accelerate ramp and build confidence from day one
Facilitate live and virtual learning sessions using adult learning best practices, including storytelling, scenario-based learning, simulations, and practice-based assessments
Deliver hands-on nesting experiences that function as guided performance labs, leveraging scenario-based practice and AI-enabled tools to increase feedback speed and learner throughput
Leverage the LMS and scalable digital learning workflows to support high-velocity onboarding, including running concurrent cohorts and maintaining consistent learner outcomes at scale
Progress learners through onboarding and nesting based on demonstrated proficiency and judgment—not time-in-seat or module completion
Design and deliver targeted upskilling and refresher training based on performance trends, operational changes, and emerging customer needs
Leverage AI-assisted tools and eLearning assets to increase training throughput and capacity while maintaining high-quality learner outcomes
Deliver scalable onboarding and nesting using structured practice systems (scenario-based learning, simulations, and proficiency-based progression) rather than time-based learning alone
Use learner performance signals from training activities (exercises, scenario performance, QA trends) to personalize reinforcement and reduce early-tenure risk
Teach agents how to use AI tools responsibly in live customer workflows, including verification behaviors, exception handling, and escalation judgment
Apply strong judgment and quality controls when using AI-assisted content, coaching prompts, or practice scenarios to ensure accuracy and alignment with Quince CX standards
Provide individual and group coaching with clear, actionable feedback that strengthens judgment and improves on-the-job performance
Reinforce key behaviors through post-training follow-ups, calibration moments, and targeted reinforcement activities
Partner with QA and Operations to identify recurring performance gaps and translate them into coaching and reinforcement priorities
Maintain and update existing onboarding and enablement materials to reflect changes in tools, workflows, policies, and customer experience priorities
Customize facilitator materials, practice scenarios, and reinforcement activities to meet cohort needs and address emerging performance trends
Contribute to training content improvements and regional enhancements in partnership with Learning Experience Design and Knowledge Management, flexing build work based on facilitation schedules and business needs
Partner with Learning Experience Design and Knowledge Management to implement content updates and regional enhancements, flexing build work based on facilitation schedules and business needs
Provide structured feedback from live training and nesting observations to inform content updates, pathway improvements, and future training builds
Interpret performance signals (QA, CSAT/DSAT, attrition, time-to-proficiency) to measure training effectiveness and recommend improvements based on impact
Pilot and test new facilitation approaches, tools, and formats to improve engagement, personalization, and scalability
Qualification
Required
Bachelor's degree or equivalent experience
4-6 years of experience in customer experience training or learning roles
Strong facilitation and coaching skills, with experience delivering ILT and VILT to diverse audiences
Demonstrated ability to leverage learning technology and AI-assisted tools to increase training throughput and capacity while maintaining quality
Experience creating and updating training materials across formats (eLearning/WBT, microlearning, reinforcement activities, job aids)
Strong data literacy, with the ability to interpret performance signals (QA, CSAT/DSAT, time-to-proficiency) and apply insights to improve learner outcomes
Strong organizational skills and ability to manage multiple priorities in a fast-paced environment
Excellent written and verbal communication skills, including comfort delivering feedback and coaching
Benefits
Bonus: 5k low 12k high
Company
Quince
Quince is an affordable luxury brand that sells high-quality fashion and home goods at radically low prices— direct from the factory floor.
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Sid Gupta
Co-Founder & CEO
Zunu Mittal
President, Co-Founder
Recent News
Business Insider
2024-03-16
2024-02-22
Silicon Valley Journals
2023-12-04
Company data provided by crunchbase