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Quince is a Series D direct-to-consumer fashion and accessories company founded in 2018, disrupting retail through AI, analytics, and automation. The company cuts out middlemen and uses just-in-time manufacturing to deliver high-quality essentials at low prices while maintaining sustainable and ethical production standards.
As a Senior Customer Experience Specialist, you will move beyond standard ticket resolution to become a category authority within the Customer Experience team. This is a strategic individual contributor role focused on owning complex escalations, identifying systemic improvements, and driving operational excellence across customer interactions.
Key responsibilities include:
- Become the trusted subject matter expert and go-to resource for your assigned product category, handling escalations and complex customer scenarios with empathy and precision
- Own high-impact, sensitive, and retention-risk issues such as product quality concerns, safety escalations, and damage claims
- Monitor recurring customer feedback and product issues to identify trends and patterns; synthesize insights with supporting evidence for leadership and cross-functional partners
- Collaborate with product, quality, operations, and logistics teams to investigate root causes and implement lasting solutions to systemic issues
- Build and improve processes by identifying workflow gaps, refining SOPs and documentation, and piloting new approaches that reduce customer effort and team friction
- Ask "why" and "how do we prevent this next time?" to drive continuous improvement beyond solving immediate problems
This role offers clear growth pathways into specialization, team leadership, or enablement as the company scales. You'll drive measurable impact on customer loyalty, operational health, and team capability while working within a high-performing team committed to redefining quality, value, and sustainability in modern retail.
