Customer Service Training Specialist

Quince; San Francisco (CA); On-site; USD 60,000 - 65,000; Full time

Job summary

A leading company in retail and technology is seeking a Customer Service Training Specialist to enhance onboarding and training processes. The ideal candidate will have a strong customer service background and experience in training development. Responsibilities include coordinating new hire training, conducting quality audits, and supporting ongoing team education. Join a talented team dedicated to customer satisfaction and continuous improvement.

Qualifications

• 3+ years experience in Training and Learning Development.
• Experience delivering training to peers and management.

Responsibilities

• Coordinate New Hire onboarding documentation and experience.
• Lead learning sessions using various modalities.
• Conduct weekly quality audits and knowledge checks.

Skills

Problem-solving

Adaptability

Education

Bachelor's Degree

Tools

Computer Proficiency

Job description

Join to apply for the Customer Service Training Specialist role at Quince.

Our Story

Quince was started to challenge the existing idea that nice things should cost a lot. Our mission was simple: create an item of equal or greater quality than the leading luxury brands and sell them at a much lower price.

Our Values

• Customer First. Customer satisfaction is our highest priority.
• High Quality. True quality is a combination of premium materials and high production standards that everyone can feel good about.
• Essential Design. We don't chase trends, and we don't sell everything. We're expert curators that find the very best and bring it to you at the lowest prices.
• Always a Better Deal. Through innovation and real price transparency, we want to offer the best deal to both our customers and our factory partners.
• Environmentally and Socially Conscious. We're committed to sustainable materials and production methods, supporting a cleaner environment and fair wages for factory workers.

Our Team and Success

Quince is a retail and technology company co-founded by a team with extensive experience in retail, technology, and building early-stage companies. You'll work with a team of world-class talent from Stanford GSB, Google, D.E. Shaw, Stitch Fix, Urban Outfitters, Wayfair, McKinsey, Nike, and more.

Role Overview

We are seeking a high-energy, customer-first-oriented Training Instructor to support our Customer Care New Hire Onboarding, Training, and ongoing development. The ideal candidate will have a background in customer service and retention, with a proven track record of continuous improvement through data utilization, adult learning modalities, and team development.

Key Responsibilities

1. Coordinate New Hire onboarding documentation and experience
2. Lead learning sessions using various modalities to support new hire training
3. Conduct weekly quality audits and knowledge checks to identify gaps
4. Track and measure new hire performance, attrition, and knowledge gaps for continuous improvement
5. Implement new modalities to enhance customer experience and reduce DSATs
6. Schedule and deliver ongoing team education sessions
7. Support creation and improvement of training materials
8. Seek ongoing skill development opportunities
9. Become an expert in Gladly conversations and Customer Care workflows
10. React quickly and effectively to solve problems, serving as a resource
11. Demonstrate Quince Values and Operating Principles, prioritizing the Customer First mentality

Basic Qualifications

• Bachelor's Degree
• 3+ years experience in Training and Learning Development
• Experience delivering training to peers, team members, and management
• Proficiency in computer usage
• Willingness to work different shifts
• Ability to prioritize multiple tasks
• Problem-solving skills and quick reaction ability

Preferred Experience

• Understanding of contact center processes
• Certification in Instructional Design or Adult Learning
• Experience in contact center management or leadership
• Project management skills under tight deadlines
• Performance feedback delivery experience
• Adaptability to fast-paced environments
• Kaizen/Continuous Improvement experience

We offer a salary range of $60,000—$65,000 USD, based on market indicators, background, skills, and experience. Bonus eligibility varies by role and contribution to strategic goals.

Quince provides equal employment opportunities and prohibits discrimination and harassment of any kind.

Security Advisory

Beware of frauds. Legitimate communication is via official Quince email addresses and LinkedIn. Personal data will not be solicited during the application process. Interviews are conducted via phone, in person, or through approved platforms like Google Meets or Zoom. Offers are merit-based, communicated verbally, and followed up in writing.