Job Description
Lead, manage, and develop a team of US-based Retention Specialists focused on delivering best-in-class service across all support channels (email, chat, phone, social). Drive team performance and KPIs (CSAT, response times, retention rates, QA scores) and implement action plans for continuous improvement. Create a culture of ownership, growth, and accountability through regular coaching, feedback, and performance reviews. Collaborate cross-functionally with product, logistics, and marketing to address customer pain points and provide insights to drive improvements. Lead initiatives that elevate the customer journey, reduce friction, and increase retention and satisfaction, e.g. support of new categories of business, category specialists, personal shoppers, VIP client support, etc. Assist with hiring, onboarding, and ongoing training of Retention Specialists to ensure readiness and alignment with Quince values.
About Quince
Founded in 2018, Quince was built to challenge the idea that nice things have to cost a lot by making really high quality essentials for really low prices.