Quince
Customer Experience Team Manager
United States, Remote · Contract
Sponsorship not specified$75k-$95kDetected 1 day ago
RESTCRMLogisticsCustomer SupportZendeskAPI TestingLeadershipCommunicationAdaptability
About the role
- We are seeking a Customer Experience Team Manager to join our growing team.
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.
- Joining Quince means being part of a mission-driven team reshaping retail. You will work alongside talented colleagues, tackle meaningful challenges, and contribute to building a more sustainable, accessible future for customers and partners alike.
- At Quince, we're dedicated to recruiting top talent who share our drive for innovation. To safeguard candidates, Quince emphasizes legitimate recruitment practices. Initial communication is primarily via official Quince email addresses and LinkedIn
- You will work alongside talented colleagues, tackle meaningful challenges, and contribute to building a more sustainable, accessible future for customers and partners alike.
- At Quince, we're dedicated to recruiting top talent who share our drive for innovation.
Requirements
- 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.
- 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.
- 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).
- Bachelor's degree or higher preferred. This position is fully remote anywhere in the US.
Nice to have
- Bachelor's degree or higher preferred.
Compensation
- $75,000 - $95,000
- All posted ranges are reflective of base salary and may vary depending upon experience level and location. Bonus and equity may also be provided for eligible roles.
Benefits
- Bonus and equity may also be provided for eligible roles.
Company info
- to make really high quality essentials for really low prices, produced fairly and sustainably.
- We believe everyone deserves exceptional craftsmanship and timeless design without the traditional markups.
- Quince is a direct-to-consumer (DTC) model that cuts out middlemen and leverages just-in-time manufacturing to minimize waste and maximize value.
- Quince is a tech company disrupting the retail industry by putting AI, analytics and automation at the center of everything we do.
- Our unwavering commitment to excellence and company values guide our teams and actions:
- Founded in 2018, Quince was built to challenge the idea that nice things have to cost a lot.
- Innovation and transparency ensure value for both customers and partners.
- At Quince, you will be part of a high-performing team that is redefining what quality, value, and sustainability mean in modern retail.
- We are a destination for builders, innovators, and operators to come together and challenge the status quo.
- Our collective ambition is bold.
- We are creating an entirely new category and customer experience - one that democratizes luxury and provides high quality products at radically low prices.
- That mission demands a world-class team committed to excellence.
- If you are motivated by impact, growth, and purpose, you will find a strong sense of belonging at Quince.
Equal opportunity
- If you need a reasonable accommodation to complete your application or to perform the essential functions of a role at Quince, please let us know by completing this accommodation form.
This listing is sourced directly from Quince's careers page and normalized into a canonical job model.