Senior Customer Experience Specialist

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 r…