Senior Customer Experience Specialist

THE ROLE

We're seeking a Senior Customer Experience Specialist to join our Customer Experience team. You'll move beyond ticket resolution to become a category authority—owning complex escalations, identifying systemic improvements, and driving operational excellence.

In this role, you'll:

• Own escalated and complex cases; recognize patterns and escalate with evidence
• Collaborate cross-functionally with product, quality, and operations
• Develop deep product expertise in your category (and flex into others as we scale)
• Ask "why" and "how do we prevent this next time?"—not just solve today's problem

You'll drive measurable impact on customer loyalty, operational health, and team capability while positioning yourself for growth into specialization, leadership, or enablement.

RESPONSIBILITIES

• Become a trusted category expert and subject matter expert for your assigned product category, serving as the go-to resource for team members, escalations, and complex customer scenarios
• Own escalated and complex customer cases with intention—handling high-impact, sensitive, or retention-risk issues (product quality, safety escalations, damage claims) with empathy and precision
• Identify and escalate trends and patterns by monitoring recurring customer feedback, product issues, and friction points; synthesize insights with supporting evidence for leadership and cross-functional partners
• Collaborate cross-functionally with product, quality, operations, and logistics teams to investigate root causes and implement lasting solutions to systemic issues; own follow-up and resolution tracking
• Build and improve processes by identifying gaps in workflows, SOPs, and documentation; propose improvements and pilot new approaches that reduce customer effort and team friction
• Handle health and safety escalations with urgency—investigate product safety concerns, adverse reactions, or quality defects thoroughly and partner with internal stakeholders on documentation and resolution
• Anticipate and communicate proactively about product updates, recalls, availability changes, and quality concerns to reduce inbound inquiries and build customer trust
• Manage complex and ambiguous situations with calm judgment, making thoughtful decisions that protect brand integrity and customer relationships when information is incomplete or priorities conflict
• Model exceptional communication across all channels (chat, email, phone, social), setting the standard for clarity, empathy, and precision that reflects Quince's attention to detail and care

QUALIFICATIONS

Required

• Strong communication skills with demonstrated ability to balance empathy with clarity across written and verbal channels
• Solid understanding of customer lifecycle (order to delivery to post-purchase support) and proactive approach to problem-solving
• Ownership mindset: take full responsibility for outcomes, not just effort; follow through completely and anticipate customer needs before they escalate
• Comfort with ambiguity and strong organizational skills; ability to make thoughtful, reasoned decisions with incomplete information
• Ability to work effectively with cross-functional partners (product, quality, ops, logistics) and know when and how to escalate appropriately
• Product-savvy orientation with genuine interest in becoming a deep expert in your category
• Builder mentality: demonstrate curiosity about root causes and willingness to identify and propose process improvements
• Prior cross-functional collaboration experience (working with product, operations, quality, or similar teams)
• Evidence of identifying recurring issues and proposing or implementing improvements
• Comfort with technology tools and willingness to adopt AI or automation thoughtfully to improve efficiency
• Background in direct-to-consumer, retail, e-commerce, or luxury goods environments

Preferred

• Demonstrated experience in one or more of the following categories:
• Consumer Packaged Goods (CPG) — Health/safety escalations, ingredient sensitivities, quality concerns, fast-moving inventory
• Furniture & Home Goods — Materials knowledge, assembly issues, damage claims, high-value items, logistics complexity
• Logistics & Operations — Fulfillment, carrier coordination, tracking, SLAs, vendor management
• Health & Wellness — Product efficacy, adverse reactions, regulatory considerations, sensitive customer needs

Why You’ll Love working here

• Impactful work shaping customer loyalty
• Culture of ownership and autonomy
• Continuous growth in a fast-paced, luxury-brand environment
• Beautiful products, transparent pricing, and happy customers

Compensation & Benefits

• $26.00 per hour with tenure based increases.
• Up to $1,000 monthly performance bonus
• 3-week paid training and onboarding
• Set schedule with guaranteed hours
• Medical, Dental, Vision & Prescription, Virtual Healthcare, Life and Disability, 401K and more.