B2B Support Specialist

You will sit at the intersection of customer experience and revenue execution, acting as a dedicated concierge for Quince's B2B clients from their first inquiry through to a successful high-volume delivery. You will manage the end-to-end lifecycle of corporate gifting and merch orders, respond to inbound inquiries the same day, and help build the processes and templates that turn one-off fixes into repeatable workflows. You will maintain a single source of truth in HubSpot, develop deep product expertise, and collaborate closely with Operations and Logistics to ensure bulk orders are fulfilled to client expectations. When something goes wrong, you will take full ownership of the recovery until the customer is satisfied.

Responsibilities

• Deliver $1.5M in closed transactional revenue by the end of the fiscal year through responsive lead management and upsell opportunities
• Act as the primary point of contact for the B2B self-service platform
• Assist customers in navigating the tool, managing their accounts, and streamlining their own ordering processes
• Maintain a same-day response time (Monday–Friday) for all inbound inquiries
• Document FAQs and build templates to turn one-off fixes into repeatable workflows
• Own the recovery process when an order goes sideways until the customer is satisfied
• Manage the end-to-end lifecycle of corporate gifting and merch orders, from initial quote to final delivery
• Maintain a single source of truth in HubSpot, ensuring all interactions, deal stages, and customer preferences are captured accurately
• Develop a deep technical understanding of the product catalog, customization capabilities, and supply chain timelines
• Work closely with Operations and Logistics to ensure bulk orders are prioritized and fulfilled according to B2B client expectations

Requirements

• 2–4 years in a sales support, account management, or retail operations role
• Experience in the promotional products, gifting, or apparel industry is a plus
• Exceptional verbal and written communication skills
• Proven experience working within a CRM (HubSpot preferred) and engaging with support tools like chatbots and customer experience platforms
• Basic proficiency in Google Sheets/Excel (vlookups, pivot tables)
• Comfortable navigating and troubleshooting back-end e-commerce platforms