Senior Customer Experience Specialist

Position:
Senior Customer Experience Specialist

Company:
Quince

Compensation:
$26.00 per hour with tenure-based increases. Up to $1,000 monthly performance bonus.

Location:
United States - Remote

Employment type:
Full-time

Work Arrangement:
Remote

Short Summary:
Quince is seeking a Senior Customer Experience Specialist to join their team, focusing on complex escalations and driving operational excellence while enhancing customer loyalty and team capability.

Responsibilities:
- Own escalated and complex customer cases, handling high-impact issues with empathy and precision.
- Identify and escalate trends by monitoring customer feedback and product issues.
- Collaborate with cross-functional teams to investigate root causes and implement solutions.
- Build and improve processes to reduce customer effort and team friction.
- Handle health and safety escalations and communicate proactively about product updates.
- Model exceptional communication across all channels, setting standards for clarity and empathy.

Requirement:
- Strong communication skills with the ability to balance empathy and clarity.
- Solid understanding of the customer lifecycle and proactive problem-solving approach.
- Ownership mindset and ability to work effectively with cross-functional partners.
- Comfort with ambiguity and strong organizational skills.
- Prior experience in customer service across multiple channels.

Benefits:
- 3-week paid training and onboarding.
- Set schedule with guaranteed hours.
- Medical, Dental, Vision & Prescription, Virtual Healthcare, Life and Disability, 401K, and more.