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Quince is a manufacturer-to-consumer (M2C) e-commerce brand delivering high-quality essentials at low prices through direct relationships with manufacturing partners. The company spans apparel, accessories, home goods, and more, operating at Series D stage with a culture built for builders and innovators.
As a Customer Experience Specialist, you will be a founding member of Quince's French-speaking customer experience team based in Barcelona. You will deliver high-quality service across multiple channels—phone, chat, email, and social—by solving customer problems with empathy, guiding customers authentically, and sharing insights that drive service improvements.
Key responsibilities include:
- Own each customer interaction from start to finish, ensuring clarity, care, and confidence
- Resolve issues with empathy, transforming challenges into positive experiences
- Navigate tools efficiently while maintaining the human touch
- Share insights and recurring patterns to help improve the overall customer experience
- Become a product expert to guide customers authentically
The role is hybrid, based in Barcelona with the expectation to work 4 days in-office as business needs require. You will have clear growth paths in three directions: specialist tracks (Category Expert in Home, Jewelry, Health/Wellness), leadership tracks (Senior Associate → Team Lead → CX Manager), or enablement tracks (Quality & Training or Workforce Management).
Quince's culture emphasizes ownership, autonomy, and continuous learning in a fast-paced premium e-commerce environment. You will work alongside talented colleagues tackling meaningful challenges while contributing to a mission-driven team reshaping retail.
Compensation includes 3 weeks of paid training and onboarding, plus a set schedule with guaranteed hours.
**Requirements:**
- Bilingual fluency in French and English (verbal and written customer service)
- Minimum 2 years of customer service experience
- Proven ability to build relationships and resolve issues effectively in a remote/hybrid environment with clear, professional communication
- Dedicated, quiet workspace with reliable high-speed internet (75+ Mbps download / 10+ Mbps upload)
