New Customer Experience Category Specialist (Fully Remote)

Quince; Deutschland; Hybrid; EUR 60.000 - 80.000; Vollzeit

Zusammenfassung

Quince is a direct‑to‑consumer brand redefining retail with sustainable, accessible essentials. We’re seeking a hybrid specialist who blends customer service excellence, product ownership, and operations thinking to shape the customer journey.

You’ll handle phone, SMS/chat, and email, identify patterns, and work independently yet collaboratively to prevent problems and improve the category. You’ll own your area and push meaningful improvements quickly.

Qualifikationen

• 3+ years of client-facing omni-channel customer experience (retail, e-commerce, SaaS, hospitality).
• Consistent top performer, curious, comfortable with ambiguity, and coachable.
• Understand luxury and quality, and can work independently yet collaboratively.

Aufgaben

• Handle omni-channel customer interactions with speed and empathy.
• Gather data, notice patterns, and think about root causes beyond today’s fix.
• Identify systemic improvements and drive proactive category-level enhancements within 90 days.

Kenntnisse

Omni-channel CX

Product ownership

Operations strategy

Data analysis

Jobbeschreibung

• You're a hybrid of customer service specialist, product owner, and operations strategist.
• You handle omni-channel interactions including phone, SMS/chat, and email.
• You notice patterns, gather data, and think about why problems happen, not just fixing today's customer.

Qualifications:

• 3+ years of client-facing omni-channel customer experience (retail, e-commerce, SaaS, hospitality).
• Consistent top performer, curious, comfortable with ambiguity, and coachable.
• Understand luxury and quality, and can work independently yet collaboratively.

What Success Looks Like:

• High customer satisfaction, quick response times, rare mistakes, and high volume without cutting corners.
• Within 90 days, you've identified one systemic way to prevent customer problems.
• You own your category and drive improvements proactively.

Why Quince:

• Join a mission-driven team reshaping retail with a sustainable, accessible future.
• Work alongside talented colleagues, tackle meaningful challenges, and contribute to building a better way.

Quince

Quince is a direct-to-consumer brand that makes high-quality essentials at low prices through a manufacturer-to-consumer model. It is a fast-growing startup with a culture built by builders, emphasizing speed, technology, and challenging conventional thinking.