About this role.
Quince is a direct-to-consumer brand disrupting retail with high-quality essentials at low prices. The Customer Experience Specialist role involves handling customer interactions across chat, email, phone, and social channels with empathy and efficiency. Key success metrics include CSAT of 4.8+, first-contact resolution of 80%+, and QA scores of 95%+. The role offers growth into specialist, leadership, or enablement tracks. This is a fast-paced, high-performance environment with a focus on ownership and continuous improvement.
Role DNA
A quick view of the complexity, pace, ownership and collaboration implied by the job description.
Job Complexity
2/5Pace & Pressure
4/5Autonomy Level
4/5Communication Load
4/5Salary analysis
Estimated compensation compared with the broader US market for similar roles.
Core skills
Skills and capabilities most closely associated with this opportunity.
Cover letter sample
Dear Hiring Manager,
I am thrilled to apply for the Customer Experience Specialist position at Quince. Your commitment to democratizing luxury and sustainability deeply resonates with me. With strong communication skills and a passion for helping others, I excel at resolving issues with empathy and turning challenges into positive experiences.
In my previous role, I consistently achieved high customer satisfaction scores and met performance metrics by actively listening and taking ownership of each interaction. I am eager to contribute to Quince's mission by providing exceptional service and identifying opportunities to enhance the customer journey.
Thank you for considering my application. I look forward to the possibility of joining your team and helping Quince continue to redefine customer experience.
Sincerely,
[Your Name]
Sample interview questions
A customer once received a damaged product and was very upset. I apologized sincerely, immediately arranged a replacement, and offered a discount on their next purchase. I followed up to ensure they were satisfied, and they became a loyal advocate, leaving a glowing review.
I assess urgency and impact first—address critical issues like order cancellations or complaints, then handle general questions. I use CRM tools to track interactions and set reminders for follow-ups, ensuring no request falls through the cracks.
I admire Quince's mission to provide high-quality essentials at fair prices while prioritizing sustainability. As a customer myself, I've experienced the brand's exceptional service and want to be part of a team that values both innovation and human touch.
I would acknowledge the customer's concern, assure them I will find the answer, and then research or escalate to a specialist. I always follow up with the correct information and ensure they feel heard throughout the process.
At my previous job, I noticed customers frequently asked about return policies. I created a quick reference guide for the team and suggested adding a FAQ section to our website. This reduced repeat inquiries by 20% and improved team efficiency.
ABOUT QUINCE
Founded in 2018, Quince was built to challenge the idea that nice things have to cost a lot. Our mission is simple: to make really high quality essentials for really low prices, produced fairly and sustainably. We believe everyone deserves exceptional craftsmanship and timeless design without the traditional markups. Quince is a direct-to-consumer (DTC) model that cuts out middlemen and leverages just-in-time manufacturing to minimize waste and maximize value.
Quince is a tech company disrupting the retail industry by putting AI, analytics and automation at the center of everything we do. Our unwavering commitment to excellence and company values guide our teams and actions:
Customer First: We prioritize customer satisfaction in every decision.
High Quality: True quality means premium materials and rigorous production standards you can feel good about.
Essential Design: We focus on timeless, functional essentials instead of chasing trends.
Always a Better Deal: Innovation and transparency ensure value for both customers and partners.
Social & Environmental Responsibility: We commit to sustainable materials, ethical production, and fair wages.
Quince partners with world-class manufacturers across the globe and serves millions of customers. With strong investor backing and a focus on sustainable growth, we are a company that is rapidly scaling while maintaining a commitment to quality, simplicity, and radical price transparency.
OUR TEAM AND SUCCESS
At Quince, you will be part of a high-performing team that is redefining what quality, value, and sustainability mean in modern retail. We are a destination for builders, innovators, and operators to come together and challenge the status quo. Our collective ambition is bold. We are creating an entirely new category and customer experience – one that democratizes luxury and provides high quality products at radically low prices. That mission demands a world-class team committed to excellence.
If you are motivated by impact, growth, and purpose, you will find a strong sense of belonging at Quince.
THE ROLE
Customer Experience Specialist
Be the human heartbeat behind Quince. You’ll connect with customers across chat, email, phone, and social channels — delivering thoughtful service, timeless quality, and trust in every interaction.
Responsibilities
- Own each customer interaction from start to finish, ensuring clarity, care, and confidence.
- Resolve issues with empathy, turning challenges into positive experiences.
- Navigate tools efficiently while keeping the human touch.
- Share insights and recurring patterns to help improve the experience.
- Become a product expert to guide customers authentically.
What Success Looks Like
- CSAT ≥ 4.8/5
- First-Contact Resolution ≥ 80%
- QA Score ≥ 95%
- Meets SLAs (chat ≤ 60s, email ≤ 4h, phone ASA ≤ 60s)
- Contributes at least one actionable improvement per month
What You Bring
- Digital Intelligence: Comfortable adopting new tools to enhance service.
- Empathy & Brand Ambassadorship: Builds loyalty through warm, polished, and authentic interactions.
- Ownership: Takes full responsibility for outcomes and anticipates customer needs.
- Adaptability: Thrives amid change while maintaining calm and consistency.
Growth Opportunities
- Specialist Tracks: Category Expert (Home, Jewelry, Health/Wellness)
- Leadership Tracks: Senior Associate → Team Lead → CX Manager
- Enablement Tracks: Quality & Training or Workforce Management
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
- $23/hour with tenure based increases
- Up to $1,000/month performance bonus
- 3-week paid training and onboarding
- Set schedule with guaranteed hours
- Medical, dental, vision, life, disability, 401(k), and more
- Referral bonuses of up to $1,000.
Qualifications
Required:
- High School diploma or GED
- Minimum 4 years of customer service experience
- Proven ability to build relationships and resolve issues effectively in a remote environment while communicating clearly and professionally
- Dedicated, quiet workspace and reliable high-speed internet (75+ Mbps download / 10+ Mbps upload)
Note: Every Customer Experience Specialist has a 90-day introductory period, and successful completion is required.
All posted ranges are reflective of base salary and may vary depending upon experience level and location. Bonus and equity may also be provided for eligible roles.
WHY QUINCE?
Joining Quince means being part of a mission-driven team reshaping retail. You will work alongside talented colleagues, tackle meaningful challenges, and contribute to building a more sustainable, accessible future for customers and partners alike.
EQUAL OPPORTUNITY & HIRING INTEGRITY
Quince provides equal employment opportunities to all employees and applications for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran or military status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.
Quince is committed to providing reasonable accommodations to qualified individuals with disabilities. If you need a reasonable accommodation to complete your application or to perform the essential functions of a role at Quince, please let us know by completing this accommodation form. We review all requests individually and will work with you to determine appropriate accommodations on a case-by-case basis.
Employment is contingent upon successful completion of a background check. Quince will conduct background checks in compliance with applicable federal, state, and local laws.
Security Advisory: Beware of Frauds
At Quince, we’re dedicated to recruiting top talent who share our drive for innovation. To safeguard candidates, Quince emphasizes legitimate recruitment practices. Initial communication is primarily via official Quince email addresses and LinkedIn; beware of deviations. Personal data and sensitive information will not be solicited during the application phase. Interviews are conducted via phone, in person, or through the approved platforms Google Meets or Zoom—never via messaging apps or other calling services. Offers are merit-based, communicated verbally, and followed up in writing. If personal information is requested to initiate the hiring process, rest assured it will be through secure and protected means.
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