Remote CX Team Lead – Retention Focus

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

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