Customer Experience Specialist
You'll be the human heartbeat behind Quince, connecting with customers across chat, email, phone, and social channels. You will own each customer interaction from start to finish, resolving issues with empathy and turning challenges into positive experiences. You'll navigate support tools efficiently while keeping a human touch, share insights and recurring patterns to help improve the customer experience, and become a product expert so you can guide customers authentically. You'll be measured on customer satisfaction, first-contact resolution, quality scores, and meeting service level agreements, while contributing actionable improvements each month.
Responsibilities
- Own each customer interaction from start to finish, ensuring clarity, care, and confidence
- Resolve issues with empathy, turning challenges into positive experiences
- Navigate tools efficiently while keeping the human touch
- Share insights and recurring patterns to help improve the experience
- Become a product expert to guide customers authentically
Requirements
- High School diploma or GED
- Minimum 4 years of customer service experience
- Proven ability to build relationships and resolve issues effectively in a remote environment while communicating clearly and professionally
- Dedicated, quiet workspace and reliable high-speed internet (75+ Mbps download / 10+ Mbps upload)
Benefits
- 3-week paid training and onboarding
- Set schedule with guaranteed hours
- Medical, dental, vision, life, disability, 401(k), and more
- Referral bonuses of up to $1,000
- Up to $1,000/month performance bonus