About this role.
This Senior Customer Experience Specialist role at Quince goes beyond standard ticket resolution, focusing on becoming a category authority and handling complex escalations. The position involves owning high-impact cases, identifying systemic issues, and collaborating cross-functionally with product, quality, and operations teams. You'll be expected to develop deep product expertise, improve workflows, and drive measurable impact on customer loyalty and operational health. The role is ideal for a builder who enjoys problem-solving and is looking to grow into specialization, leadership, or enablement within a fast-scaling DTC company.
Role DNA
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Job Complexity
4/5Pace & Pressure
4/5Autonomy Level
4/5Communication Load
5/5Salary analysis
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Core skills
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Cover letter sample
Dear Hiring Team,
I am excited to apply for the Senior Customer Experience Specialist position at Quince. Your mission to democratize luxury while committing to social and environmental responsibility resonates deeply with my professional values and customer-first approach.
With extensive experience in handling complex escalations and identifying systemic improvements, I have a proven track record of turning customer pain points into process enhancements. I thrive in cross-functional settings and enjoy digging into root causes to prevent recurring issues.
I am particularly drawn to Quince's emphasis on using data and analytics to innovate, and I am eager to contribute my expertise in category management and operational excellence to your team. Thank you for considering my application.
Sample interview questions
In my previous role, I noticed a recurring pattern of damaged products during shipping. I collected evidence from cases, shared data with operations and quality teams, and proposed a packaging redesign. By coordinating with multiple departments, we reduced damage claims by 40% within three months, improving customer satisfaction and reducing costs.
I would treat safety escalations with urgency, first ensuring the customer is safe and informed. I would document all details, escalate to the appropriate internal teams (quality, legal, operations) with clear evidence, and track the resolution closely. My focus would be on transparent communication with the customer while internally driving quick investigation and preventive action.
I use a systematic approach: studying product specs, materials, and manufacturing processes, and staying updated on customer feedback and quality issues. I also collaborate with product teams and test products firsthand when possible. Taking notes and sharing insights with the team helps build collective expertise.
I noticed customers were frequently contacting support to track lost packages. I analyzed the top reasons and worked with logistics to implement proactive tracking notifications. This reduced related contacts by 25% and improved customer experience by giving them real-time updates without needing to reach out.
I start by actively listening and validating the customer's feelings, which builds trust. Then I focus on a clear, efficient resolution path—using available tools and knowledge to resolve quickly. I believe empathy is about the customer feeling heard, not just the solution being fast, so I communicate transparently at each step.
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
Senior Customer Experience Specialist
We’re seeking a Senior Customer Experience Specialist to join our Customer Experience team.You’ll move beyond ticket resolution to become a category authority—owning complex escalations, identifying systemic improvements, and driving operational excellence.
In this role, you’ll:
- Own escalated and complex cases; recognize patterns and escalate with evidence
- Collaborate cross-functionally with product, quality, and operations
- Develop deep product expertise in your category (and flex into others as we scale)
- Ask “why” and “how do we prevent this next time?”—not just solve today’s problem
You’ll drive measurable impact on customer loyalty, operational health, and team capability while positioning yourself for growth into specialization, leadership, or enablement.
RESPONSIBILITIES
- Become a trusted category expert and subject matter expert for your assigned product category, serving as the go-to resource for team members, escalations, and complex customer scenarios
- Own escalated and complex customer cases with intention—handling high-impact, sensitive, or retention-risk issues (product quality, safety escalations, damage claims) with empathy and precision
- Identify and escalate trends and patterns by monitoring recurring customer feedback, product issues, and friction points; synthesize insights with supporting evidence for leadership and cross-functional partners
- Collaborate cross-functionally with product, quality, operations, and logistics teams to investigate root causes and implement lasting solutions to systemic issues; own follow-up and resolution tracking
- Build and improve processes by identifying gaps in workflows, SOPs, and documentation; propose improvements and pilot new approaches that reduce customer effort and team friction
- Handle health and safety escalations with urgency—investigate product safety concerns, adverse reactions, or quality defects thoroughly and partner with internal stakeholders on documentation and resolution
- Anticipate and communicate proactively about product updates, recalls, availability changes, and quality concerns to reduce inbound inquiries and build customer trust
- Manage complex and ambiguous situations with calm judgment, making thoughtful decisions that protect brand integrity and customer relationships when information is incomplete or priorities conflict
- Model exceptional communication across all channels (chat, email, phone, social), setting the standard for clarity, empathy, and precision that reflects Quince’s attention to detail and care
QUALIFICATIONS
Required
- Strong communication skills with demonstrated ability to balance empathy with clarity across written and verbal channels
- Solid understanding of customer lifecycle (order to delivery to post-purchase support) and proactive approach to problem-solving
- Ownership mindset: take full responsibility for outcomes, not just effort; follow through completely and anticipate customer needs before they escalate
- Comfort with ambiguity and strong organizational skills; ability to make thoughtful, reasoned decisions with incomplete information
- Ability to work effectively with cross-functional partners (product, quality, ops, logistics) and know when and how to escalate appropriately
- Product-savvy orientation with genuine interest in becoming a deep expert in your category
- Builder mentality: demonstrate curiosity about root causes and willingness to identify and propose process improvements
- Prior cross-functional collaboration experience (working with product, operations, quality, or similar teams)
- Evidence of identifying recurring issues and proposing or implementing improvements
- Comfort with technology tools and willingness to adopt AI or automation thoughtfully to improve efficiency
- Background in direct-to-consumer, retail, e-commerce, or luxury goods environments
Preferred
- Demonstrated experience in one or more of the following categories:
- Consumer Packaged Goods (CPG) — Health/safety escalations, ingredient sensitivities, quality concerns, fast-moving inventory
- Furniture & Home Goods — Materials knowledge, assembly issues, damage claims, high-value items, logistics complexity
- Logistics & Operations — Fulfillment, carrier coordination, tracking, SLAs, vendor management
- Health & Wellness — Product efficacy, adverse reactions, regulatory considerations, sensitive customer needs
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
- $26.00 per hour with tenure based increases.
- Up to $1,000 monthly performance bonus
- 3-week paid training and onboarding
- Set schedule with guaranteed hours
- Medical, Dental, Vision & Prescription, Virtual Healthcare, Life and Disability, 401K and more.
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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