Quince · 15 hours ago
Customer Experience Team Manager
United States
Full-time
Remote
Mid, Senior Level
$84K/yr - $100K/yr
4+ years expQuince is a tech company disrupting the retail industry by focusing on high quality essentials at low prices. The Customer Experience Team Manager will lead and develop a remote team to deliver exceptional customer experiences while driving performance and operational efficiency through data and technology.
Retail
Responsibilities
Lead, manage, and develop a team of US-based Retention Specialists delivering best-in-class omni-channel customer experiences (email, chat, phone, social)
Drive team performance and KPIs (CSAT, response times, retention, QA) with continuous improvement initiatives, aligned with Results Matter and Measure What Matters principles
Coach and mentor team members to grow their skills, maintain engagement, and exceed performance expectations
Collaborate cross-functionally with product, logistics, and marketing to solve customer pain points, improve processes, and elevate the customer journey
Lead initiatives that reduce friction, improve efficiency, and enhance customer satisfaction, applying Test & Learn and Scrappy thinking
Assist with hiring, onboarding, and training Retention Specialists, ensuring alignment with Quince values and operating principles
Qualification
Required
4+ years of customer experience or support leadership, including 2+ years managing high-volume, remote customer service teams (retail or e-commerce a plus)
Proven ability to maintain engagement, accountability, and performance in remote and distributed teams
Strong understanding of key CX metrics and ability to drive results using KPIs
Experience with CX platforms such as Zendesk, Gladly, or similar ticketing/CRM tools
Excellent written and verbal communication skills, with keen attention to clarity, tone, and customer focus
Comfortable working in a fast-paced, evolving startup environment, demonstrating adaptability, growth mindset, and scrappiness
Weekend and holiday availability, especially during peak periods (November–December)
Preferred
Bachelor's degree or higher preferred
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
H1B Sponsorship
Quince has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2023 (1)
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