🌐 Manager, US Customer Service 🧭

(Remote – U.S.)

🧾 About the Role
Quince is rewriting the luxury rulebook. As our new Manager, US Customer Service, you’ll lead with empathy, motivate with precision, and build a high-performing remote team of Retention Specialists committed to excellence. If you thrive on balancing data and humanity—and get energized by unlocking smoother, smarter customer journeys—this role puts you at the center of impact.

✅ Position Highlights
• Competitive full-time salary (exact compensation shared upon offer)
• Fully remote, U.S.-based
• Lead a growing CX team in a digital-first, mission-driven retail brand
• Shape and scale new support functions like VIP care and personal shopping
• High visibility with cross-functional collaboration (Product, Marketing, Logistics)

📋 What You’ll Own
• Manage and coach a remote team of US-based Retention Specialists across email, chat, phone, and social support channels
• Drive performance in CSAT, QA, response time, retention, and more
• Identify coaching moments, build training plans, and lead regular 1:1s and team reviews
• Develop programs for new business categories—including concierge-style and VIP services
• Own cross-functional initiatives to improve the customer journey and retention
• Collaborate on new tools and process improvements across support platforms
• Play a key role in hiring, onboarding, and training new team members
• Lead with a Customer First mentality, rooted in Quince’s values

🎯 Must-Have Traits
• 4+ years of experience in CX or support leadership, with 2+ years managing high-volume teams
• Experience leading remote teams with high morale and clear outcomes
• Strong command of CX metrics and how to use them to coach and improve
• Familiarity with Zendesk, Gladly, or similar platforms
• Excellent communicator—written and verbal—with emotional intelligence and clarity
• Strong analytical thinking, with the ability to translate data into action
• Adaptable, calm under pressure, and energized by a startup’s fast pace
• Willingness to work peak periods (weekends/holidays) when needed
• Bachelor’s degree preferred

💡 Why It’s a Win for Remote Job Seekers
At Quince, you’re not just managing service—you’re shaping a brand’s relationship with its customers. You’ll lead a CX team that treats quality and care like luxury essentials, and your insights will influence company-wide decisions. Full autonomy, full heart, full impact.

✨ Perks & Benefits
• Flexible, remote-first work culture
• Work with talent from Google, Stitch Fix, Wayfair, McKinsey, and Nike
• Competitive compensation package
• Mission-driven brand that champions sustainability and transparency
• Opportunity to scale a growing CX team at one of retail’s fastest-rising names

✍️ Call to Action
If you’re a CX leader who leads with clarity, connects through empathy, and inspires action—apply today to join Quince as our next Manager, US Customer Service. Help us make luxury radically accessible, one customer at a time.

APPLY HERE