Customer Experience Specialist

Quince was created with a bold but simple belief: everyone should be able to enjoy beautifully made, high-quality essentials without paying luxury prices. Since its founding in 2018, Quince has grown into a modern retail brand that blends craftsmanship, fairness, sustainability, and technology. By cutting out unnecessary middlemen and using smart, data-driven systems, Quince delivers timeless products that feel good to own—and even better to afford.

This opportunity is for people who enjoy helping others, solving problems with care, and representing a brand built on trust, transparency, and quality. As a Customer Experience Specialist, you won’t just answer questions—you’ll be the voice, heart, and human connection behind the Quince experience.

Job Type: Full-time

Salary: $21/hour starting, $22/hour after 90 days + up to $1,000/month performance bonus

Firm: Quince

Location: Remote

Work Schedule: Set schedule with guaranteed hours

Language: English

THE ROLE

As a Customer Experience Specialist, you are the human heartbeat of Quince. You’ll connect with customers across chat, email, phone, and social channels—delivering thoughtful service, trust, and brand loyalty in every interaction.

KEY RESPONSIBILITIES

• Own customer interactions end-to-end, ensuring clarity, care, and confidence.
• Resolve issues with empathy, turning challenges into positive experiences.
• Navigate internal tools efficiently while maintaining a human touch.
• Identify and share recurring customer insights to improve the overall experience.
• Develop deep product knowledge to guide customers authentically.

WHAT SUCCESS LOOKS LIKE

• Customer Satisfaction (CSAT): 4.8 / 5
• First-Contact Resolution: 80%
• Quality Assurance Score: 95%
• SLA Performance:
  •   Chat response time: 60 seconds
  •   Email response time: 4 hours
  •   Phone Average Speed of Answer (ASA): 60 seconds
• Contribute at least one actionable improvement per month

WHAT YOU BRING

• Digital Intelligence – Comfort with adopting new tools and technology.
• Empathy & Brand Ambassadorship– Warm, polished, and authentic customer interactions.
• Ownership – Accountability for outcomes and proactive problem-solving.
• Adaptability– Ability to thrive in a fast-changing environment while remaining calm and consistent.

COMPENSATION & BENEFITS

• $21/hour starting pay
• $22/hour after 90 days
• Up to $1,000/month performance bonus
• 3-week paid training and onboarding
• Set schedule with guaranteed hours
• Medical, dental, vision, life, and disability insurance
• 401(k) plan
• Referral bonuses of up to $1,000

REQUIREMENTS

• High School diploma or GED
• Minimum 2 years of customer service experience
• Proven ability to build relationships and resolve issues in a remote environment
• Clear, professional written and verbal communication skills
• Dedicated, quiet workspace
• Reliable high-speed internet (minimum 75 Mbps download / 10 Mbps upload)
• Successful completion of a 90-day introductory period is required for continued employment

Glassdoor is handling all recruitment for this role. If this opportunity excites you, head over to Glassdoor and APPLY TODAY.

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