Customer Experience Team Manager

Quince is a tech company disrupting the retail industry by focusing on high quality essentials at low prices. The Customer Experience Team Manager will lead and develop a remote team to deliver exceptional customer experiences while driving performance and operational efficiency through data and technology.

Responsibilities:

• Lead, manage, and develop a team of US-based Retention Specialists delivering best-in-class omni-channel customer experiences (email, chat, phone, social)
• Drive team performance and KPIs (CSAT, response times, retention, QA) with continuous improvement initiatives, aligned with Results Matter and Measure What Matters principles
• Coach and mentor team members to grow their skills, maintain engagement, and exceed performance expectations
• Collaborate cross-functionally with product, logistics, and marketing to solve customer pain points, improve processes, and elevate the customer journey
• Lead initiatives that reduce friction, improve efficiency, and enhance customer satisfaction, applying Test & Learn and Scrappy thinking
• Assist with hiring, onboarding, and training Retention Specialists, ensuring alignment with Quince values and operating principles

Requirements:

• 4+ years of customer experience or support leadership, including 2+ years managing high-volume, remote customer service teams (retail or e-commerce a plus)
• Proven ability to maintain engagement, accountability, and performance in remote and distributed teams
• Strong understanding of key CX metrics and ability to drive results using KPIs
• Experience with CX platforms such as Zendesk, Gladly, or similar ticketing/CRM tools
• Excellent written and verbal communication skills, with keen attention to clarity, tone, and customer focus
• Comfortable working in a fast-paced, evolving startup environment, demonstrating adaptability, growth mindset, and scrappiness
• Weekend and holiday availability, especially during peak periods (November–December)
• Bachelor's degree or higher preferred