[Hiring] Customer Experience Specialist @Quince

Role Description

Customer Experience Specialist

Be the human heartbeat behind Quince. You’ll connect with customers across chat, email, phone, and social channels — delivering thoughtful service, timeless quality, and trust in every interaction.

Responsibilities

• Own each customer interaction from start to finish, ensuring clarity, care, and confidence.
• Resolve issues with empathy, turning challenges into positive experiences.
• Navigate tools efficiently while keeping the human touch.
• Share insights and recurring patterns to help improve the experience.
• Become a product expert to guide customers authentically.

What Success Looks Like

• CSAT ≥ 4.8/5
• First-Contact Resolution ≥ 80%
• QA Score ≥ 95%
• Meets SLAs (chat ≤ 60s, email ≤ 4h, phone ASA ≤ 60s)
• Contributes at least one actionable improvement per month

Qualifications

• High School diploma or GED
• Minimum 2 years of customer service experience
• Proven ability to build relationships and resolve issues effectively in a remote environment while communicating clearly and professionally
• Dedicated, quiet workspace and reliable high-speed internet (75+ Mbps download / 10+ Mbps upload)

Requirements

• Every Customer Experience Specialist has a 90-day introductory period, and successful completion 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.

Benefits

• $23/hour with tenure based increases
• Up to $1,000/month performance bonus
• 3-week paid training and onboarding
• Set schedule with guaranteed hours
• Medical, dental, vision, life, disability, 401(k), and more
• Referral bonuses of up to $1,000.