Customer Experience Team Manager

Embedded Shishya; United States; Remote; USD 75,000 - 95,000; Full time

Benefits offered by this job

Fully remote in the US

Bonus and equity potential

Job summary

Quince is seeking a Customer Experience Team Manager to lead remote, US-based retention specialists across email, chat, phone and social. You will drive KPIs, coach frontline talent, and partner with product, logistics, and marketing to improve the customer journey in a fast-growing startup.

This hands-on leadership role emphasizes operational rigor, data-driven decisions, and scalable processes, with a focus on delivering exceptional, consistent experiences and building a distributed, engaged

Qualifications

• 4+ years of customer experience or support leadership, including 2+ years managing high-volume, remote customer service teams.
• Proven ability to maintain engagement, accountability, and performance in remote and distributed teams.
• Strong understanding of key CX metrics and ability to drive results using KPIs.
• Experience with CX platforms such as Zendesk, Gladly, or similar ticketing/CRM tools.

Responsibilities

• Lead, manage, and develop a team of US-based Retention Specialists delivering omni-channel customer experiences (email, chat, phone, social).
• Drive team performance and KPIs (CSAT, response times, retention, QA) with continuous improvement initiatives.
• Coach and mentor team members to grow their skills, maintain engagement, and exceed performance expectations.
• Collaborate cross-functionally with product, logistics, and marketing to solve customer pain points and elevate the customer journey.
• Lead initiatives that reduce friction, improve efficiency, and enhance customer satisfaction through Test & Learn approaches.
• Assist with hiring, onboarding, and training Retention Specialists, ensuring alignment with Quince values.

Skills

CX leadership

Remote team management

KPIs & metrics

Zendesk/Gladly

Communication

Startup mindset

Weekend/holiday availability

Education

Bachelor’s degree

Tools

Zendesk

Gladly

CRM tools

Job description

Founded in 2018, Quince was built to challenge the idea that nice things have to cost a lot. Our mission is simple: to make really high quality essentials for really low prices, produced fairly and sustainably. We believe everyone deserves exceptional craftsmanship and timeless design without the traditional markups. Quince is a direct‑to‑consumer (DTC) model that cuts out middlemen and leverages just‑in‑time manufacturing to minimize waste and maximize value.

Quince is a tech company disrupting the retail industry by putting AI, analytics and automation at the center of everything we do. Our unwavering commitment to excellence and company values guide our teams and actions.

Customer First: We prioritize customer satisfaction in every decision.

High Quality: True quality means premium materials and rigorous production standards you can feel good about.

Essential Design: We focus on timeless, functional essentials instead of chasing trends.

Always a Better Deal: Innovation and transparency ensure value for both customers and partners.

Social & Environmental Responsibility: We commit to sustainable materials, ethical production, and fair wages.

Quince partners with world‑class manufacturers across the globe and serves millions of customers. With strong investor backing and a focus on sustainable growth, we are a company that is rapidly scaling while maintaining a commitment to quality, simplicity, and radical price transparency.

OUR TEAM AND SUCCESS

At Quince, you will be part of a high‑performing team that is redefining what quality, value, and sustainability mean in modern retail. We are a destination for builders, innovators, and operators to come together and challenge the status quo. Our collective ambition is bold. We are creating an entirely new category and customer experience – one that democratizes luxury and provides high quality products at radically low prices. That mission demands a world‑class team committed to excellence.

If you are motivated by impact, growth, and purpose, you will find a strong sense of belonging at Quince.

The Role:

Customer Experience Team Manager

We are seeking a Customer Experience Team Manager to join our growing team. This is a hands‑on, people‑first leadership role responsible for building and scaling high‑performing, fully remote CX teams that deliver consistently exceptional customer experiences across all channels. In this role, you will drive measurable business and customer impact by developing frontline talent, embedding operational rigor, translating data and customer insights into action, and leveraging technology and automation to continuously improve performance, efficiency, and engagement in a fast‑paced, dynamic environment.

Responsibilities

• Lead, manage, and develop a team of US‑based Retention Specialists delivering best‑in‑class omni‑channel customer experiences (email, chat, phone, social).
• Drive team performance and KPIs (CSAT, response times, retention, QA) with continuous improvement initiatives, aligned with Results Matter and Measure What Matters principles.
• Coach and mentor team members to grow their skills, maintain engagement, and exceed performance expectations.
• Collaborate cross‑functionally with product, logistics, and marketing to solve customer pain points, improve processes, and elevate the customer journey.
• Lead initiatives that reduce friction, improve efficiency, and enhance customer satisfaction, applying Test & Learn and scrappy thinking.
• Assist with hiring, onboarding, and training Retention Specialists, ensuring alignment with Quince values and operating principles.

Qualifications

• 4+ years of customer experience or support leadership, including 2+ years managing high‑volume, remote customer service teams (retail or e‑commerce a plus).
• Proven ability to maintain engagement, accountability, and performance in remote and distributed teams.
• Strong understanding of key CX metrics and ability to drive results using KPIs.
• Experience with CX platforms such as Zendesk, Gladly, or similar ticketing/CRM tools.
• Excellent written and verbal communication skills, with keen attention to clarity, tone, and customer focus.
• Comfortable working in a fast‑paced, evolving startup environment, demonstrating adaptability, growth mindset, and scrappiness.
• Weekend and holiday availability, especially during peak periods (November–December).

Bachelor’s degree or higher preferred. This position is fully remote anywhere in the US.

Pay Range: $75,000 - $95,000

All posted ranges are reflective of base salary and may vary depending upon experience level and location. Bonus and equity may also be provided for eligible roles.

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 sustainable, accessible future for customers and partners alike.

EQUAL OPPORTUNITY & HIRING INTEGRITY

Quince provides equal employment opportunities to all employees and applications for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran or military status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

Quince is committed to providing reasonable accommodations to qualified individuals with disabilities. If you need a reasonable accommodation to complete your application or to perform the essential functions of a role at Quince, please let us know by completing this accommodation form. We review all requests individually and will work with you to determine appropriate accommodations on a case‑by‑case basis.

Employment is contingent upon successful completion of a background check. Quince will conduct background checks in compliance with applicable federal, state, and local laws.