Customer Experience Specialist

About the role

Quince is looking for a Customer Experience Specialist to be the human heartbeat behind the brand. You will engage with customers across chat, email, phone, and social channels, delivering thoughtful service and building trust in every interaction.

Key responsibilities

• Own each customer interaction from start to finish, ensuring clarity, care, and confidence.
• Resolve issues with empathy, turning challenges into positive experiences.
• Navigate support tools efficiently while maintaining a personal touch.
• Share insights and recurring patterns to help improve the overall experience.
• Become a product expert to guide customers authentically.

Required profile

• Strong empathy and ability to represent the brand positively.
• Comfortable adopting new digital tools to enhance service.
• Focus on delivering high customer satisfaction (CSAT ≥ 4.8/5) and first‑contact resolution (≥ 80%).
• Ability to meet service level agreements for chat, email, and phone.
• Proactive mindset, contributing at least one actionable improvement each month.

Required skills

What we offer

• Opportunity to work for a fast‑growing, sustainability‑focused DTC brand.
• Collaborative environment with a focus on impact and growth.