Senior CX Specialist: Escalations & Strategy

Quince; Phoenix (AZ); On-site; USD 30,000 - 41,000; Full time

Benefits offered by this job

Medical, Dental, Vision & Prescription

401K and more

Bonus program

Training and onboarding

Job summary

Quince is seeking a Senior Customer Experience Specialist to join our Customer Experience team. You’ll move beyond ticket resolution to become a category authority—owning complex escalations, identifying systemic improvements, and driving operational excellence.

In this role, you’ll own escalated and complex cases, collaborate with product, quality, and operations, and develop deep product expertise. You’ll help reduce inbound inquiries and build trust with customers while growing into

Qualifications

• Strong communication skills across written and verbal channels.
• Deep understanding of the customer lifecycle from order to post-purchase support.
• Ownership mindset and proactive problem-solving for escalations.
• Ability to navigate ambiguity with organized decision-making.
• Cross-functional collaboration with product, quality, ops, and logistics.
• Interest in becoming a deep expert in your category and improving processes.
• Experience collaborating with product, operations, quality, or similar teams.
• Experience identifying recurring issues and proposing improvements.
• Comfort using technology tools and AI/automation to improve efficiency.
• Background in direct-to-consumer, retail, e-commerce, or luxury goods.

Responsibilities

• Become a trusted category expert for assigned product areas.
• Own escalated and complex customer cases with high impact and sensitivity.
• Identify trends from feedback and product issues; synthesize evidence for leadership.
• Collaborate across product, quality, operations, and logistics to resolve root causes.
• Build and improve workflows, SOPs, and documentation to reduce friction.
• Handle health and safety escalations with urgency and accuracy.
• Proactively communicate product updates, recalls, and availability changes.
• Manage ambiguous situations with thoughtful decisions to protect brand integrity.
• Model clear, empathetic communication across chat, email, phone, and social channels.

Skills

Customer support

Escalation handling

Cross-functional collaboration

Product knowledge

Problem solving

Communication

Ambiguity tolerance

Operations awareness

AI/automation familiarity

Retail/e-commerce experience

Job description

Quince is seeking a Senior Customer Experience Specialist to join our Customer Experience team. You’ll move beyond ticket resolution to become a category authority—owning complex escalations, identifying systemic improvements, and driving operational excellence.

In this role, you’ll own escalated and complex cases, collaborate with product, quality, and operations, and develop deep product expertise. You’ll help reduce inbound inquiries and build trust with customers while growing into