# Customer Experience Team Manager Remote from[USA](https://jobicy.com/job-region/usa.md)Salary, yearly, USD 75,000 - 95,000Department [Customer Success](https://jobicy.com/categories/supporting.md) Employment type Full Time, Job posted22 Jul 2026Apply before22 Aug 2026Experience level Midweight Views / Applies 37 / 2 [About company](https://jobicy.com/company/quince.md) * Share About [Quince](https://jobicy.com/company/quince.md) Luxury home goods direct from the source. [Retail](https://jobicy.com/company-category/retail.md) * 2018 Actively Hiring Verified job posting This job post has been [manually reviewed](https://jobicy.com/tools/help-center/employee/how-does-jobicy-verify-the-legitimacy-of-remote-job-listings.md) for authenticity and compliance. ### AI Summary Quince is seeking a Customer Experience Team Manager to lead a remote team of Retention Specialists, ensuring exceptional customer experiences across email, chat, phone, and social channels. The role involves driving KPIs like CSAT, response times, and retention, while coaching team members and collaborating cross-functionally with product, logistics, and marketing. Candidates should have 4+ years of customer experience leadership, with 2+ years managing high-volume remote teams, preferably in retail or e-commerce. This is a hands-on, people-first role that requires strong analytical, communication, and problem-solving skills in a fast-paced, dynamic environment. The position offers a salary range of $75,000 to $95,000 annually. ### Role DNA Job Complexity Easy Hard Pace & Pressure Relaxed Fast-paced Autonomy Level Guided Full Ownership Communication Load Independent Highly Collaborative AI Insight The role requires managing a remote team and cross-functional collaboration, which adds complexity but is common for experienced managers; a difficulty of 3 reflects the balance of leadership and operational demands. ### Salary Analysis Median Market Rate USD85,000US Market USD60k – 120k 0 USD132k AI Insight The offered salary of $75,000-$95,000 is competitive for a Customer Experience Team Manager in the US market, where the median is around $85,000. This range aligns with industry standards for mid-level management roles in e-commerce, especially considering the remote nature and the company's growth stage. ### Core Skills Required [Customer Experience](https://jobicy.com/jobs?search_keywords=Customer+Experience.md) [Team Management](https://jobicy.com/jobs?search_keywords=Team+Management.md) [Remote Team Leadership](https://jobicy.com/jobs?search_keywords=Remote+Team+Leadership.md) [KPI Management](https://jobicy.com/jobs?search_keywords=KPI+Management.md) [Cross-functional Collaboration](https://jobicy.com/jobs?search_keywords=Crossfunctional+Collaboration.md) [Coaching & Development](https://jobicy.com/jobs?search_keywords=Coaching+Development.md) [CRM Systems](https://jobicy.com/jobs?search_keywords=CRM+Systems.md) [Data-Driven Decision Making](https://jobicy.com/jobs?search_keywords=DataDriven+Decision+Making.md) [Customer Retention](https://jobicy.com/jobs?search_keywords=Customer+Retention.md) [E-commerce](https://jobicy.com/jobs?search_keywords=Ecommerce.md) ### Cover Letter Sample I am excited to apply for the Customer Experience Team Manager position at Quince. With over 5 years of experience leading high-performing remote customer service teams in the e-commerce sector, I have a proven track record of improving CSAT scores and operational efficiency. At my previous role, I implemented coaching programs that increased team retention by 20% and reduced response times by 30%. I am particularly drawn to Quince's mission of democratizing luxury and its commitment to sustainability and transparency. My leadership style focuses on empowering team members through continuous feedback and development, aligning with Quince's 'People First' value. I have extensive experience using data and analytics to drive decision-making and improve processes, which I understand is central to Quince's tech-driven approach. I am confident that my skills in cross-functional collaboration and change management will enable me to contribute effectively to your team. Thank you for considering my application. I look forward to the possibility of discussing how I can help Quince scale its customer experience excellence. Copy ### Sample Interview Questions How do you maintain team engagement and accountability in a remote setting?I prioritize regular one-on-one check-ins, transparent goal-setting, and celebrating wins. I use collaboration tools like Slack and Asana for visibility, and implement recognition programs to keep morale high. I also hold weekly team huddles to align on priorities and address challenges.Describe a time you used data to improve a customer experience metric.At my last role, I noticed a decline in CSAT scores for email support. By analyzing ticket data, I identified long response times as the main issue. I implemented an auto-responder and streamlined workflows, which reduced response time by 40% and improved CSAT by 15 points.How would you approach coaching a team member who is underperforming?I would start with a private conversation to understand their challenges, then together set specific, measurable improvement goals with a clear timeline. I would provide regular feedback, additional training resources, and check in weekly. If no improvement, I would escalate with HR.How do you prioritize competing priorities from different stakeholders?I evaluate based on customer impact, business value, and urgency. I communicate transparently with stakeholders about trade-offs and set clear expectations. For example, I might use a RACI matrix to align responsibilities and ensure cross-functional alignment.What strategies do you use to reduce customer friction in the support experience?I analyze customer journey maps and feedback to identify pain points. I then implement self-service options like a knowledge base or FAQ updates, and work with product teams to address recurring issues. For instance, we reduced refund request friction by implementing a one-click return portal. 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 Team Manager We are seeking a Customer Experience Team Manager to join our growing team. This is a hands-on, people-first leadership role responsible for building and scaling high-performing, fully remote CX teams that deliver consistently exceptional customer experiences across all channels. In this role, you will drive measurable business and customer impact by developing frontline talent, embedding operational rigor, translating data and customer insights into action, and leveraging technology and automation to continuously improve performance, efficiency, and engagement in a fast-paced, dynamic environment. ## Responsibilities * Lead, manage, and develop a team of US-based Retention Specialists delivering best-in-class omni-channel customer experiences (email, chat, phone, social). * Drive team performance and KPIs (CSAT, response times, retention, QA) with continuous improvement initiatives, aligned with Results Matter and Measure What Matters principles. * Coach and mentor team members to grow their skills, maintain engagement, and exceed performance expectations. * Collaborate cross-functionally with product, logistics, and marketing to solve customer pain points, improve processes, and elevate the customer journey. * Lead initiatives that reduce friction, improve efficiency, and enhance customer satisfaction, applying Test & Learn and Scrappy thinking. * Assist with hiring, onboarding, and training Retention Specialists, ensuring alignment with Quince values and operating principles. ## Qualifications * 4+ years of customer experience or support leadership, including 2+ years managing high-volume, remote customer service teams (retail or e-commerce a plus). * Proven ability to maintain engagement, accountability, and performance in remote and distributed teams. * Strong understanding of key CX metrics and ability to drive results using KPIs. * Experience with CX platforms such as Zendesk, Gladly, or similar ticketing/CRM tools. Excellent written and verbal communication skills, with keen attention to clarity, tone, and customer focus. * Comfortable working in a fast-paced, evolving startup environment, demonstrating adaptability, growth mindset, and scrappiness. * Weekend and holiday availability, especially during peak periods (November–December). Bachelor’s degree or higher preferred. This position is fully remote anywhere in the US. Pay Range: $75,000 – $95,000 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. Pay Range$75,000—$95,000 USD 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](https://forms.gle/DpJ11jHa1WbqfUWB9). 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. Show more [Apply now >](https://jobicy.com/jobs/149609-customer-experience-team-manager.md) * ![Upload CV](data:image/svg+xml;base64,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) ### Upload your resume now To unlock remote work opportunities and be discovered by global employers. 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