Quince · 3 weeks ago
Customer Experience Team Manager
United States
Full-time
Remote
Senior Level
$75K/yr - $95K/yr
4+ years expQuince is a tech company disrupting the retail industry by focusing on high-quality essentials at low prices. They are seeking a Customer Experience Team Manager to lead and develop remote customer experience teams, drive performance, and enhance customer satisfaction through data-driven insights and operational improvements.
FashionE-CommerceRetailApparelE-Commerce Platforms
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
Benefits
Bonus and equity may also be provided for eligible roles.
This position is fully remote anywhere in the US.
Company
Quince
Quince is an e-commerce company that offers apparel, accessories, home goods, and personal care products through an online platform.
1001-5000 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
100%
Represents job field similar to this job
Management and Executive
Trends of Total Sponsorships
*2023 (1)
Funding
Current Stage
Late StageTotal Funding
$1.05BKey Investors
ICONIQ CapitalNotable Capital,Wellington ManagementWellington Management
2026-03-11Series E· $500M
2025-07-29Series D· $290M
2025-07-29Secondary Market
Leadership Team
Sid Gupta
Co-Founder & CEO
Recent News
2026-07-29
LinkedIn
2026-07-13
2026-07-13
Company data provided by crunchbase