Customer Experience Category Specialist

the opportunity to drive our business and shape our trajectory. If you’re someone who likes to imagine new possibilities and build better systems rather than plug-in to outdated ones, Quince is the place for you. THE ROLE Customer Experience Category Specialist You'll be the category authority—a hybrid of customer service specialist, product owner, and operations strategist. In this customer facing role you’re not just solving problems. You're owning the entire experience for your product line and pushing the business to get better. This is a true omni-channel position - your customer interactions will span across multiple channels including phone, sms/chat and email. But it doesn't stop there. You notice patterns. You gather data. You think about why problems are happening in the first place, not just how to fix today's customer. You collaborate systematically. "We've had 7 quality complaints on this item in a month. Here's the evidence. Here's what I think we should do." You prevent the next problem. You're also an expert. The team comes to you. You know the products inside and out. You understand the customer complaints, the common issues, the edge cases. This is a startup, which means gray areas pop up daily, we move fast, and you'll have impact quickly. You'll own things. You'll grow here. You'll make a real impact on how we serve customers and build our business. QUALIFICATIONS Who you are: 3+ years of client facing, omni channel customer experience (retail, e-commerce, SaaS, hospitality) Consistent top performer, driven by results and impact. Curious. You ask "why" and think systemically. Comfortable with ambiguity. You don't need perfect information to move. Genuinely care about elevating the customer experience. Coachable. You take feedback and actually change. Not scared of tools. You learn systems quickly. Understand luxury—quality, attention to detail, respect for the customer's investment. Remote-capable. You work independently but enjoy team collaboration. What success looks like Customer satisfaction. Quick response times. Rare mistakes. High volume without cutting corners. Within 90 days, you've identified one systemic way to prevent customer problems Compensation & Benefits $26.00 per hour with tenure based increases Monthly performance bonus of up to $1,000 3 week paid training and onboarding Set schedule with guaranteed offers Benefits: Medical, Dental, Vision, Prescription, Life/Disability insurance, PTO, 401(k)and more Remote: Flexible, US-based 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 $26 — $26 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 . 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.