About the role
Who you are
- 4+ years of customer experience or support leadership, with at least 2 years managing high-volume customer service teams (retail or e-commerce a plus)
- Proven track record of managing on-site teams and maintaining high engagement and performance
- Strong understanding of key CX metrics and how to coach teams toward success
- Experience with CX platforms such as Zendesk, Gladly, or similar ticketing/CRM tools
- Excellent written and verbal communication skills, with a keen attention to tone and clarity
- Strong analytical skills with the ability to interpret data and translate into team actions
- Comfortable working in a fast-paced, evolving startup environment
- Weekend and holiday availability, especially during peak periods (e.g. November and December)
- Bachelor’s degree or higher preferred
What the job involves
- The Manager, CA Customer Service is a natural leader with a passion for delivering exceptional customer experiences and building high-performing teams. You bring proven success in managing CX teams, ideally in a fast-paced, digital-first environment. You balance empathy and accountability, know how to motivate and coach, and thrive on solving problems creatively while ensuring consistency in service quality
- You're data-informed, but people-driven — able to translate insights into actions, set clear goals, and inspire teams to exceed them. You’re tech-savvy, customer-obsessed, and love transforming challenges into opportunities
- Lead, manage, and develop a team of CA-based Retention Specialists focused on delivering best-in-class service across all support channels (email, chat, phone, social)
- Drive team performance and KPIs (CSAT, response times, retention rates, QA scores) and implement action plans for continuous improvement
- Create a culture of ownership, growth, and accountability through regular coaching, feedback, and performance reviews
- Collaborate cross-functionally with product, logistics, and marketing to address customer pain points and provide insights to drive improvements
- Lead initiatives that elevate the customer journey, reduce friction, and increase retention and satisfaction, e.g. support of new categories of business, category specialists, personal shoppers, VIP client support, etc
- Assist with hiring, onboarding, and ongoing training of Retention Specialists to ensure readiness and alignment with Quince values
About Quince
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
- 4+ years of customer experience or support leadership, with at least 2 years managing high-volume customer service teams (retail or e-commerce a plus)
- Proven track record of managing on-site teams and maintaining high engagement and performance
- Strong understanding of key CX metrics and how to coach teams toward success
- Experience with CX platforms such as Zendesk, Gladly, or similar ticketing/CRM tools
- Excellent written and verbal communication skills, with a keen attention to tone and clarity
- Strong analytical skills with the ability to interpret data and translate into team actions
- Comfortable working in a fast-paced, evolving startup environment
- Weekend and holiday availability, especially during peak periods (e.g. November and December)
- Bachelor’s degree or higher preferred
What the job involves
- The Manager, CA Customer Service is a natural leader with a passion for delivering exceptional customer experiences and building high-performing teams. You bring proven success in managing CX teams, ideally in a fast-paced, digital-first environment. You balance empathy and accountability, know how to motivate and coach, and thrive on solving problems creatively while ensuring consistency in service quality
- You're data-informed, but people-driven — able to translate insights into actions, set clear goals, and inspire teams to exceed them. You’re tech-savvy, customer-obsessed, and love transforming challenges into opportunities
- Lead, manage, and develop a team of CA-based Retention Specialists focused on delivering best-in-class service across all support channels (email, chat, phone, social)
- Drive team performance and KPIs (CSAT, response times, retention rates, QA scores) and implement action plans for continuous improvement
- Create a culture of ownership, growth, and accountability through regular coaching, feedback, and performance reviews
- Collaborate cross-functionally with product, logistics, and marketing to address customer pain points and provide insights to drive improvements
- Lead initiatives that elevate the customer journey, reduce friction, and increase retention and satisfaction, e.g. support of new categories of business, category specialists, personal shoppers, VIP client support, etc
- Assist with hiring, onboarding, and ongoing training of Retention Specialists to ensure readiness and alignment with Quince values
About Quince
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.