Remote CX Category Lead & Ops Strategist

Quince; Northern (KY); Hybrid; USD 74,501,000 - 90,922,000; Full time

Benefits offered by this job

Medical, Dental, Vision, Prescription,

Life/Disability insurance

PTO

401(k)

Remote: Flexible, US-based

Job summary

Quince seeks a Customer Experience Category Specialist to own the end-to-end experience for a product line across omni-channel interactions, including phone, sms/chat and email. You will act as a hybrid of customer service, product owner, and operations strategist, identifying patterns and driving systemic improvements with data-backed decisions.

You will thrive in a startup environment, own initiatives, and help build a scalable, luxury-focused customer experience while collaborating with the

Qualifications

• 3+ years of client facing, omni channel customer experience (retail, e-commerce, SaaS, hospitality)
• Consistent top performer, driven by results and impact.
• Curious. You ask "why" and think systemically.
• Comfortable with ambiguity. You don't need perfect information to move.
• Genuinely care about elevating the customer experience.
• Coachable. You take feedback and actually change.
• Not scared of tools. You learn systems quickly.
• Understand luxury—quality, attention to detail, respect for the customer's investment.
• Remote-capable. You work independently but enjoy team collaboration.

Responsibilities

• Be the category authority—hybrid of customer service specialist, product owner, and operations strategist.
• Own the entire experience for your product line across omni-channel interactions.
• Notice patterns, gather data, and propose systemic improvements with evidence.
• Know the products inside and out and understand customer complaints and edge cases.
• Move fast in a startup, own initiatives, and drive impact with speed and rigor.

Skills

Omni-channel CX

Results driven

Curious

Ambiguity handling

Customer-centric

Remote-capable

Job description

Quince seeks a Customer Experience Category Specialist to own the end-to-end experience for a product line across omni-channel interactions, including phone, sms/chat and email. You will act as a hybrid of customer service, product owner, and operations strategist, identifying patterns and driving systemic improvements with data-backed decisions.

You will thrive in a startup environment, own initiatives, and help build a scalable, luxury-focused customer experience while collaborating with the