Customer Experience Category Specialist

Our Culture

Quince is a culture built for builders by builders. Our way of working starts with a blank sheet of paper. We question conventional thinking, use technology and data to uncover new opportunities, and move quickly to turn ideas into reality. We aren’t interested in replicating how others do retail. We’re building a better way—at a speed and scale unlike anything that’s been done before.

• We dream big and chase the hard problems others shy away from. Rejecting long-held assumptions is part of our company’s DNA. Where conventional wisdom says you have to choose—soft or durable, speed or rigor, quality or price—we ask why that trade-off has to exist in the first place.
• Our pace is fast and the bar is high because our customers expect a lot from us and we refuse to let them down. We believe the best results come from challenging ourselves, learning from one another, and building on each other’s strengths.
• Here, responsibility is not determined by role, tenure, or seniority. Every team member—no matter their level—has the opportunity to drive our business and shape our trajectory.

If you’re someone who likes to imagine new possibilities and build better systems rather than plug-in to outdated ones, Quince is the place for you.

The Role

Customer Experience Category Specialist

You’ll be the category authority—a hybrid of customer service specialist, product owner, and operations strategist. In this customer-facing role, you’re not just solving problems. You’re owning the entire experience for your product line and pushing the business to get better. This is a true omni-channel position—your customer interactions will span across multiple channels including phone, SMS/chat, and email.

But it doesn’t stop there. You notice patterns. You gather data. You think about why problems are happening in the first place, not just how to fix today’s customer. You collaborate systematically. “We’ve had 7 quality complaints on this item in a month. Here’s the evidence. Here’s what I think we should do.” You prevent the next problem.

You’re also an expert. The team comes to you. You know the products inside and out. You understand the customer complaints, the common issues, the edge cases.

This is a startup, which means gray areas pop up daily, we move fast, and you’ll have impact quickly. You’ll own things. You’ll grow here. You’ll make a real impact on how we serve customers and build our business.

Qualifications

Who you are:

• 3+ years of client-facing, omni-channel customer experience (retail, e-commerce, SaaS, hospitality)
• Consistent top performer, driven by results and impact.
• Curious. You ask “why” and think systemically.
• Comfortable with ambiguity. You don’t need perfect information to move.
• Genuinely care about elevating the customer experience.
• Coachable. You take feedback and actually change.
• Not scared of tools. You learn systems quickly.
• Understand luxury—quality, attention to detail, respect for the customer’s investment.
• Remote-capable. You work independently but enjoy team collaboration.

What success looks like

Customer satisfaction. Quick response times. Rare mistakes. High volume without cutting corners. Within 90 days, you’ve identified one systemic way to prevent customer problems.