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Quince is a manufacturer-to-consumer (M2C) brand delivering high-quality essentials at fair prices across apparel, accessories, and home goods. The company operates with a builder's mindset, using technology and data to scale rapidly while maintaining operational rigor.
You will lead and build Quince's founding German-speaking Customer Experience team based in Barcelona on a hybrid schedule. This is a hands-on people-first leadership role responsible for standing up and scaling a high-performing CX team delivering exceptional omni-channel customer experiences (phone, chat, SMS, email) for German-speaking customers.
Key responsibilities include:
- Leading, managing, and developing a team of Barcelona-based CX Specialists
- Elevating team performance on key metrics (CSAT, FCR, Quality, Productivity) through continuous improvement and empowerment
- Coaching and mentoring team members to grow skills, maintain engagement, and exceed performance expectations
- Collaborating cross-functionally with product, logistics, and marketing to solve customer pain points and improve processes
- Leading initiatives that reduce friction, improve efficiency, and enhance customer satisfaction using Test & Learn methodology
- Assisting with hiring, onboarding, and training CX Specialists aligned with Quince values
You bring 4+ years of customer experience or support leadership, including 2+ years managing high-volume customer service teams (retail or e-commerce experience a plus). Professional fluency in German and English is required—you'll coach, deliver feedback, and communicate nuanced topics effectively in both languages. You have proven ability to maintain engagement and accountability in remote and distributed teams, strong understanding of CX metrics and KPIs, and experience with platforms like Zendesk or Gladly. You're comfortable in fast-paced, dynamic environments and bring excellent written and verbal communication skills with keen attention to clarity and customer focus.
