Customer Experience Team Manager

Quince is a direct-to-consumer technology and retail company focused on providing high-quality essentials at accessible prices through sustainable manufacturing, AI, analytics, and automation. The Customer Experience Team Manager will lead and develop fully remote CX teams, drive performance against customer experience metrics, coach frontline talent, improve processes, and collaborate cross-functionally to enhance the customer journey.

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