Omni-Channel CX Category Lead | Product & Ops

Quince; Austin (TX); On-site; USD 30,000 - 41,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Prescription coverage

Life/Disability insurance

PTO

401(k)

Job summary

Quince in Austin seeks a Customer Experience Category Specialist to own the end-to-end experience for your product line across omni-channel interactions—phone, SMS/chat, and email. You will act as the category authority, identifying patterns, gathering data, and collaborating with product and operations to drive better outcomes.

You understand luxury with a focus on quality and the customer’s investment, work cross-functionally, and thrive in a startup where you’ll move fast and own measurable

Qualifications

• 3+ years client-facing, omni-channel CX (retail, e-commerce, SaaS, hospitality).
• Consistent top performer, driven by results and impact.
• Curious; asks why and thinks systemically.
• Comfortable with ambiguity and moving with incomplete information.
• Genuinely care about elevating the customer experience.
• Coachable; takes feedback and changes.
• Not scared of tools; learns systems quickly.
• Understand luxury—quality, attention to detail, respect for customer investment.

Responsibilities

• Own the entire experience for your product line across channels (phone, SMS/chat, email).
• Identify patterns, gather data, and propose systemic improvements.
• Be the expert on products, customer issues, and edge cases.
• Move fast in a startup environment and drive impact quickly.

Skills

Omni-channel CX

Results-driven

Curious mindset

Ambiguity tolerance

Customer empathy

Coachability

Tech-savvy

Remote capable

Job description

Quince in Austin seeks a Customer Experience Category Specialist to own the end-to-end experience for your product line across omni-channel interactions—phone, SMS/chat, and email. You will act as the category authority, identifying patterns, gathering data, and collaborating with product and operations to drive better outcomes.

You understand luxury with a focus on quality and the customer’s investment, work cross-functionally, and thrive in a startup where you’ll move fast and own measurable