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Customer Experience Team Manager

Customer SupportCustomer SupportFull TimeRemoteSeniorTeam 1,001-5,000Since 2018H1B No SponsorCompany SiteLinkedIn

Location

United States

Posted

69 days ago

Salary

$84K - $100K / year

Seniority

Senior

Bachelor Degree4 yrs expEnglish

Job Description

Customer Experience Team Manager

Quince

• Lead, manage, and develop a team of US-based Retention Specialists delivering best-in-class omni-channel customer experiences (email, chat, phone, social). • Drive team performance and KPIs (CSAT, response times, retention, QA) with continuous improvement initiatives, aligned with Results Matter and Measure What Matters principles. • Coach and mentor team members to grow their skills, maintain engagement, and exceed performance expectations. • Collaborate cross-functionally with product, logistics, and marketing to solve customer pain points, improve processes, and elevate the customer journey. • Lead initiatives that reduce friction, improve efficiency, and enhance customer satisfaction, applying Test & Learn and Scrappy thinking. • Assist with hiring, onboarding, and training Retention Specialists, ensuring alignment with Quince values and operating principles.

Job Requirements

  • 4+ years of customer experience or support leadership, including 2+ years managing high-volume, remote customer service teams (retail or e-commerce a plus).
  • Proven ability to maintain engagement, accountability, and performance in remote and distributed teams.
  • Strong understanding of key CX metrics and ability to drive results using KPIs.
  • Experience with CX platforms such as Zendesk, Gladly, or similar ticketing/CRM tools.
  • Excellent written and verbal communication skills, with keen attention to clarity, tone, and customer focus.
  • Comfortable working in a fast-paced, evolving startup environment, demonstrating adaptability, growth mindset, and scrappiness.
  • Weekend and holiday availability, especially during peak periods (November–December).
  • Bachelor’s degree or higher preferred.

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