About the role
Who you are
- Our most successful Retention Specialists have prior experience in customer service - either from behind a screen or face-to-face. (Bonus points if you’ve worked with customer service software programs like Zendesk or Glady!)
- Our teams use their writing skills a lot, so excellent written communication with a keen attention to detail will be key to your success here
- In order to solve our customer’s (sometimes challenging!) issue or concern, you’ll often need to demonstrate your outside-the-box thinking, provide empathy and reassurance and follow-through on what you’ve promised to the customer
- Associate degree or greater
- Must be bilingual in English/French
- 2+ years of professional experience working with a computer / web-based tools
- 2+ years of experience working in customer service/support or job where strong writing skills are required
- World-class customer service skills and emphatic approach to handling issues
- Open availability and able to work weekends and key holidays, including in November & December
- Comfortable and familiar with working from home and being a self-starter
- Strong proficiency and willingness in handling customer support responsibilities over the phone
What the job involves
- At Quince customer satisfaction is our highest priority
- We obsess about delivering increasing amounts of value to the customer and aim to provide a world-class experience and service to everyone we engage with
- Our Retention Specialists are critical in delivering on that mission
- They problem solve, think like a customer and inspire confidence in the customer’s purchase
- Our teams answer a wide-range of customer questions pertaining to product information, order status, tracking information, returns & exchanges, and more. But most importantly, they ensure our customers love Quince!
- Provide best-in-class service experience for our customers while working in a fast-paced start-up environment
- Virtually assist customers across all channels (phone, chat, email, and social media) across a range of topics including: shipping and tracking, returns, product details, customer account information
- Multi-task to find information while communicating with customers
- Proactively identify solutions to questions you anticipate in each interaction
- Build long-term relationships with customers, turning potentially negative customer experiences into wonderful interactions
- Maintain key metrics at or above expectations, including CSAT, customer retention, efficiency, and response time
The application process
- Interviews are conducted via phone, in person, or through the approved platforms Google Meets or Zoom—never via messaging apps or other calling services
- Every Retention Specialist has a 90- day introductory period, and a successful completion of the introductory period is required
- Please Note: The first three weeks of employment are dedicated to mandatory training for our Retention Specialist team. Full attendance is required—no absences will be permitted during this period
- Training will take place Monday through Friday, from 9:00 AM to 5:00 PM CT. After training is completed, you will receive your regular shift schedule
About Quince
Retail
501-1000
Quince is an affordable luxury brand that sells high-quality fashion and home goods at radically low prices— direct from the factory floor. The company has pioneered a manufacturer-to-consumer (M2C) retail model in which factories produce inventory on a near just-in-time basis and ship their goods directly to consumers' doorsteps, cutting out financial and environmental waste. Quince is headquartered in San Francisco, CA and partners with more than 50 top manufacturers around the world.
Most recently, Quince completed a $77 million Series B upround raise. The investment was led by Wellington Management with participation from GGV Capital, and continuing participation from Basis Set Ventures, Insight Partners, Lugard Road, and 8VC.
Visit Quince at quince.com or on Instagram at @onequince.
About the role
Who you are
- Our most successful Retention Specialists have prior experience in customer service - either from behind a screen or face-to-face. (Bonus points if you’ve worked with customer service software programs like Zendesk or Glady!)
- Our teams use their writing skills a lot, so excellent written communication with a keen attention to detail will be key to your success here
- In order to solve our customer’s (sometimes challenging!) issue or concern, you’ll often need to demonstrate your outside-the-box thinking, provide empathy and reassurance and follow-through on what you’ve promised to the customer
- Associate degree or greater
- Must be bilingual in English/French
- 2+ years of professional experience working with a computer / web-based tools
- 2+ years of experience working in customer service/support or job where strong writing skills are required
- World-class customer service skills and emphatic approach to handling issues
- Open availability and able to work weekends and key holidays, including in November & December
- Comfortable and familiar with working from home and being a self-starter
- Strong proficiency and willingness in handling customer support responsibilities over the phone
What the job involves
- At Quince customer satisfaction is our highest priority
- We obsess about delivering increasing amounts of value to the customer and aim to provide a world-class experience and service to everyone we engage with
- Our Retention Specialists are critical in delivering on that mission
- They problem solve, think like a customer and inspire confidence in the customer’s purchase
- Our teams answer a wide-range of customer questions pertaining to product information, order status, tracking information, returns & exchanges, and more. But most importantly, they ensure our customers love Quince!
- Provide best-in-class service experience for our customers while working in a fast-paced start-up environment
- Virtually assist customers across all channels (phone, chat, email, and social media) across a range of topics including: shipping and tracking, returns, product details, customer account information
- Multi-task to find information while communicating with customers
- Proactively identify solutions to questions you anticipate in each interaction
- Build long-term relationships with customers, turning potentially negative customer experiences into wonderful interactions
- Maintain key metrics at or above expectations, including CSAT, customer retention, efficiency, and response time
The application process
- Interviews are conducted via phone, in person, or through the approved platforms Google Meets or Zoom—never via messaging apps or other calling services
- Every Retention Specialist has a 90- day introductory period, and a successful completion of the introductory period is required
- Please Note: The first three weeks of employment are dedicated to mandatory training for our Retention Specialist team. Full attendance is required—no absences will be permitted during this period
- Training will take place Monday through Friday, from 9:00 AM to 5:00 PM CT. After training is completed, you will receive your regular shift schedule
About Quince
Retail
501-1000
Quince is an affordable luxury brand that sells high-quality fashion and home goods at radically low prices— direct from the factory floor. The company has pioneered a manufacturer-to-consumer (M2C) retail model in which factories produce inventory on a near just-in-time basis and ship their goods directly to consumers' doorsteps, cutting out financial and environmental waste. Quince is headquartered in San Francisco, CA and partners with more than 50 top manufacturers around the world.
Most recently, Quince completed a $77 million Series B upround raise. The investment was led by Wellington Management with participation from GGV Capital, and continuing participation from Basis Set Ventures, Insight Partners, Lugard Road, and 8VC.
Visit Quince at quince.com or on Instagram at @onequince.