Customer Experience Specialist - German

Quince; Deutschland; Hybrid; EUR 30.000 - 41.000; Vollzeit

Benefits dieser Stelle

Hybrid work

Performance bonus

Training program

Fixed schedule

Zusammenfassung

Quince is hiring a Customer Experience Specialist for German-speaking customers. This hybrid role in Barcelona involves delivering thoughtful service via phone, chat, email, and social channels, while building trust and loyalty through authentic interactions.

You will grow in specialization, leadership, and training tracks, with a strong emphasis on ownership, empathy, and proactive problem solving in a premium e-commerce environment.

Qualifikationen

• German and English bilingual required.
• Minimum 2 years of customer service experience.
• Experience delivering service remotely with professional communication.

Aufgaben

• Own each customer interaction from start to finish with clarity and care.
• Resolve issues with empathy and turn challenges into positive experiences.
• Navigate tools efficiently while maintaining a human touch.
• Share insights on recurring patterns to improve the experience.
• Become a product expert to guide customers authentically.

Kenntnisse

Digital Intelligence

Empathy Brand Ambassadorship

Ownership

Adaptability

Jobbeschreibung

ABOUT QUINCE

Quince is a destination for builders, creators, innovators, and operators who want to come together and challenge the status quo. Our mission is simple: make really high quality essentials for really low prices, fairly and sustainably. We deliver on that mission through a unique manufacturer-to-consumer (M2C) model eliminating the layers of traditional retail that add cost and result in consumers paying more than they need to. We find, build relationships with, and work directly with the manufacturing partners behind some of the world’s finest products. From there, our teams design smart, efficient operational processes and build and deploy proprietary technology, AI, and analytics to help us scale fast.

What began with a small assortment of elevated basics has quickly grown into a cross-category brand spanning apparel, accessories, home goods, and more. Today, tens of millions of people across a growing number of countries come – and return – to Quince because they trust us to deliver.

OUR CULTURE

Quince is a culture built for builders by builders. Our way of working starts with a blank sheet of paper. We question conventional thinking, use technology and data to uncover new opportunities, and move quickly to turn ideas into reality. We aren’t interested in replicating how others do retail. We’re building a better way – at a speed and scale unlike anything that’s been done before.

• We dream big and chase the hard problems others shy away from. Rejecting long-held assumptions is part of our company's DNA. Where conventional wisdom says you have to choose – soft or durable, speed or rigor, quality or price – we ask why that trade-off has to exist in the first place.
• Our pace is fast and the bar is high because our customers expect a lot from us and we refuse to let them down. We believe the best results come from challenging ourselves, learning from one another, and building on each other's strengths.
• Here, responsibility is not determined by role, tenure, or seniority. Every team member - no matter their level - has the opportunity to drive our business and shape our trajectory.

If you’re someone who likes to imagine new possibilities and build better systems rather than plug-in to outdated ones, Quince is the place for you.

THE ROLE

Customer Experience Specialist - German

Join Quince as a founding member of our German Customer Experience team! As a Customer Experience Specialist you will deliver thoughtful, high-quality service across phone, chat, email, and social channels by solving problems with empathy, guiding customers authentically, and sharing insights that improve our service. Grow your career with clear paths in specialization, leadership, and training while building trust and loyalty every day.

This is a hybrid position based in Barcelona, Spain with the ability to work in-office as business needs require.

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.

What You Bring

• Digital Intelligence: Comfortable adopting new tools to enhance service.
• Empathy & Brand Ambassadorship: Builds loyalty through warm, polished, and authentic interactions.
• Ownership: Takes full responsibility for outcomes and anticipates customer needs.
• Adaptability: Thrives amid change while maintaining calm and consistency.

Growth Opportunities

• Specialist Tracks: Category Expert (Home, Jewelry, Health/Wellness)
• Leadership Tracks: Senior Associate Team Lead CX Manager
• Enablement Tracks: Quality & Training or Workforce Management

Why You’ll Love Working Here

• Impactful work shaping customer loyalty
• Culture of ownership and autonomy
• Continuous growth in a fast-paced premium e-commerce-brand environment
• Beautiful products, transparent pricing, and happy customers

Compensation & Benefits

• €14.50 hourly / €35,852.00 (Annual) with tenure-based increases every 6 months until 2 years.
• Up to Monthly Target Bonus: €600.00 monthly performance bonus
• 3-week paid training and onboarding
• Set schedule with guaranteed hours

Qualifications

Required :

• Bilingual in German and English, with the ability to service customers both verbally and written.
• Minimum 2 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 )

WHY QUINCE?

Joining Quince means being part of a mission-driven team reshaping retail. You will work alongside talented colleagues, tackle meaningful challenges, and contribute to building a more …