[Hiring] B2B Support Specialist @Quince

Role Description

Quince is looking for a Support Specialist to sit at the intersection of customer experience and revenue execution. This is not a traditional reactive support role; it is a high-velocity, hybrid sales position.

You will be the primary engine behind our transactional B2B revenue, acting as a dedicated concierge for our clients—guiding them from their first inquiry through to a successful, high-volume delivery.

Performance Objectives

• Revenue Execution: Deliver $1.5M in closed transactional revenue by the end of the fiscal year through responsive lead management and upsell opportunities.
• Platform Adoption & Support: Act as the primary point of contact for our B2B self-service platform. Assist customers in navigating the tool, managing their accounts, and streamlining their own ordering processes.
• Hyper-Responsive Service: Maintain a same-day response time (Monday–Friday) for all inbound inquiries. In the B2B world, speed is our greatest competitive advantage.
• Process Architecture: Help write the manual by documenting FAQs and building templates to turn one-off fixes into repeatable workflows.
• Customer Retention & Recovery: Uphold Quince’s reputation through obsessive attention to detail, taking full ownership of solutions until the customer is satisfied.

Responsibilities

• Transactional Management: Manage the end-to-end lifecycle of corporate gifting and merch orders, from initial quote to final delivery.
• CRM Mastery: Drive data-driven insights by maintaining a ‘single source of truth’ in HubSpot, ensuring all interactions, deal stages, and customer preferences are captured accurately.
• Product Expertise: Develop a deep technical understanding of our product catalog, customization capabilities (embroidery, screen print, etc.), and supply chain timelines.
• Cross-Functional Collaboration: Work closely with Operations and Logistics to ensure bulk orders are prioritized and fulfilled according to B2B client expectations.

Qualifications

• Professional Experience: 2–4 years in a sales support, account management, or retail operations role. Experience in the promotional products, gifting, or apparel industry is a massive plus.
• Communication Style: Exceptional verbal and written skills with a proven ability to mirror a client’s professional tone, ensuring every interaction feels personalized and high-touch.
• Platform Proficiency: Proven experience working within a CRM (HubSpot preferred) and engaging with support tools like chatbots and customer experience platforms.
• Analytical Skills: Basic proficiency in Google Sheets/Excel (vlookups, pivot tables) for managing large bulk-order spreadsheets and SKU lists.
• E-commerce Expertise: Comfortable navigating and troubleshooting back-end e-commerce platforms; tech-savvy enough to teach a customer how to use self-service tools.

Requirements

• 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: $68,000 — $91,000 USD

Benefits

• 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.