Senior Customer Experience Lead - Escalations & Insights

Quince

Las Vegas (NV)

On-site

USD 33,000 - 39,000

Full time

14 days+

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Benefits offered by this job

Medical, Dental, Vision & Prescription

401K

Paid training

Job summary

Quince is seeking a Senior Customer Experience Specialist to join our CX team in Las Vegas. You will move beyond ticket resolution to own escalated cases, identify systemic improvements, and drive operational excellence.

In this role, you'll become a trusted category expert, collaborate with product, quality, and operations, and develop deep product knowledge across categories as we scale. This position offers visibility and growth into leadership or enablement tracks.

Qualifications

Strong communication skills with demonstrated ability to balance empathy with clarity across written and verbal channels.
Solid understanding of customer lifecycle (order to delivery to post-purchase support) and proactive approach to problem-solving.
Ownership mindset: take full responsibility for outcomes, not just effort; follow through completely and anticipate customer needs before they escalate.
Comfort with ambiguity and strong organizational skills; ability to make thoughtful, reasoned decisions with incomplete information.
Ability to work effectively with cross-functional partners (product, quality, ops, logistics) and know when and how to elevate appropriately.
Product-savvy orientation with genuine interest in becoming a deep expert in your category.
Builder mentality: demonstrate curiosity about root causes and willingness to identify and propose process improvements.
Prior cross-functional collaboration experience (working with product, operations, quality, or similar teams).
Evidence of identifying recurring issues and proposing or implementing improvements.
Comfort with technology tools and willingness to adopt AI or automation thoughtfully to improve efficiency.
Background in direct-to-consumer, retail, e-commerce, or luxury goods environments.

Responsibilities

Become a trusted category expert and subject matter expert for your assigned product category, serving as the go-to resource for team members, escalations, and complex customer scenarios
Own escalated and complex customer cases with intention—handling high-impact, sensitive, or retention-risk issues (product quality, safety escalations, damage claims) with empathy and precision
Identify and elevate trends and patterns by monitoring recurring customer feedback, product issues, and friction points; synthesize insights with supporting evidence for leadership and cross-functional partners
Collaborate cross-functionally with product, quality, operations, and logistics teams to investigate root causes and implement lasting solutions to systemic issues; own follow-up and resolution tracking
Build and improve processes by identifying gaps in workflows, SOPs, and documentation; propose improvements and pilot new approaches that reduce customer effort and team friction
Handle health and safety escalations with urgency—investigate product safety concerns, adverse reactions, or quality defects thoroughly and partner with internal stakeholders on documentation and resolution
Anticipate and communicate proactively about product updates, recalls, availability changes, and quality concerns to reduce inbound inquiries and build customer trust
Manage complex and ambiguous situations with calm judgment, making thoughtful decisions that protect brand integrity and customer relationships when information is incomplete or priorities conflict
Model exceptional communication across all channels (chat, email, phone, social), setting the standard for clarity, empathy, and precision that reflects Quince's attention to detail and care