Remote Omni-Channel CX Category Lead

Quince; Nashville (TN); On-site; USD 30,000 - 42,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Prescription coverage

Life/Disability insurance

PTO

401(k)

Job summary

Quince is seeking a Customer Experience Category Specialist to own the end-to-end experience for a product line across omni-channel touchpoints, including phone, SMS/chat and email.

You’ll analyze patterns, gather data, and collaborate across teams to prevent problems, improve processes, and elevate customer satisfaction in our fast-moving startup.

This remote role offers a competitive hourly wage with growth opportunities while helping redefine retail.

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

• Own the entire customer experience for your product line across omnichannel touchpoints (phone, SMS/chat and email).
• Gather data, identify patterns, and prevent future problems through systematic collaboration.
• Know the products inside and out and become the go-to expert for customer issues.
• Work in a startup environment with fast pace and immediate impact, owning initiatives and driving outcomes.

Skills

Omni-channel CX

Retail/e-commerce

Customer-centric

Ambiguity tolerance

Job description

Quince is seeking a Customer Experience Category Specialist to own the end-to-end experience for a product line across omni-channel touchpoints, including phone, SMS/chat and email.

You’ll analyze patterns, gather data, and collaborate across teams to prevent problems, improve processes, and elevate customer satisfaction in our fast-moving startup.

This remote role offers a competitive hourly wage with growth opportunities while helping redefine retail.