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 Opportunity
As a Customer Experience Specialist, you are the face of Quince, turning challenging customer issues into "wow" moments. This is a crucial, omni-channel role where you'll seamlessly manage multiple conversations at once, often handling phone calls, chats, and emails concurrently. You'll embody our mission by providing a fair & transparent experience with an empathetic approach, inspiring confidence in every customer interaction.
We are looking for someone who is not just seeking a job, but a long-term home where you can grow, learn, and contribute to a mission-driven team.
What You’ll Do- Use your critical thinking and empathy to troubleshoot and resolve customer concerns, turning potential negative experiences into positive ones.
- Build lasting customer loyalty by providing personalized support that leaves a great impression, while adapting quickly to diverse needs and offering effective, tailored solutions.
- Navigate multiple systems and handle multiple inquiries simultaneously, all while ensuring a world-class and efficient customer experience.
- Identify recurring customer issues or trends and provide feedback to help improve the customer experience and internal processes.
- Ensure consistent achievement of key performance metrics, including CSAT (Customer Satisfaction), customer retention, response time, and productivity.
- You are a people-first person with an intuitive understanding of the customer's experience.
- You deeply care about solving problems and turning a potentially frustrating situation into a positive and memorable interaction.
- Your communication is world-class, demonstrating both empathy and rigor in a way that provides clear, concise, and helpful information to customers.
- You possess an exceptional ability to multi-task and maintain focus in a high-volume, dynamic work environment.
- You are a self-starter who is comfortable and familiar with working remotely and can thrive in a distraction-free work environment.
- You are flexible and available to work weekends and key holidays as needed, including in November and December.
- You are curious and have a growth mindset, willing to embrace feedback and challenge to accelerate your learning.
- Teamwork: You are a collaborative team player, eager to provide and receive feedback to improve performance.
- Scrappy Mentality: You are resourceful and adaptable, finding creative solutions to problems when needed.
- High School diploma or GED equivalent.
- At least 2 years of Customer Service experience, with a proven ability to manage your time and prioritize tasks in a remote or unsupervised setting.
- A proven track record of handling high-volume customer inquiries across multiple digital channels (phone, email, chat).
- Demonstrated ability to write and communicate with exceptional clarity and attention to detail.
- Experience in a job where a strong ability to problem-solve was a core function.
- Technical:
- A reliable, high-speed internet connection with a minimum download speed of 75+ Mbps and a minimum upload speed of 10+Mbps.
Note: Every Retention Specialist has a 90- day introductory period, and a successful completion of the introductory period 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.
Top Skills
What We Do
We started Quince to challenge the existing idea that nice things should cost a lot. Our mission is simple: create an item of equal or greater quality than the leading luxury brands at a much lower price.
We did this by revising every part of a traditional retailer's playbook. We cut out all the middlemen and managed every element of the item's creation ourselves, including packaging and transportation.
The end result: Quince goods are incredibly high quality, made in a sustainable way, and sold at radically lower prices. We hope you’ll compare our products with any premium branded ones, and see why our customers rate Quince so highly.
Quince has raised $65 MM from Insight, Founders Fund, 8VC, Basis Set Ventures., and Luggard Road.
