Senior Customer Experience Specialist
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.
Pay Range
$26—$26 USD