Customer Experience Team Manager

About the role

You will lead and develop a fully remote US-based Retention Specialist team, owning the end-to-end customer experience across all touchpoints. This role is responsible for building a high-performing operation that delivers exceptional service while driving measurable business impact for Quince. You will translate customer insights and data analytics into actionable strategies that enhance satisfaction and loyalty. You will leverage technology and automation to optimize workflows and improve team efficiency in a fast-paced, dynamic environment. The position requires embedding operational rigor and fostering a culture of continuous improvement aligned with company values. You will partner cross-functionally to ensure frontline feedback shapes product and service decisions. Success in this role means creating a scalable team structure that upholds Quince's commitment to customer first and social responsibility. You will mentor team members to grow their skills and advance their careers within a results-driven framework.

Key facts

What you'll do

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 develop team members through one-on-one feedback, performance reviews, and targeted training programs to elevate service quality.

Analyze customer interaction data and identify trends to inform process improvements and reduce repeat contacts.

Implement and refine standard operating procedures to ensure consistency, efficiency, and adherence to Quince quality standards.

Utilize automation tools and technology integrations to streamline workflows and reduce manual tasks for the team.

Collaborate with cross-functional partners including Product, Operations, and Marketing to align on customer insights and initiatives.

Monitor real-time performance metrics and adjust staffing and workflows to meet evolving demand and service levels.

Champion a customer-first mindset by ensuring all interactions reflect Quince's values of high quality, essential design, and transparency.

Foster a remote-first team culture that promotes engagement, inclusion, and psychological safety among specialists.

Identify opportunities for process optimization and document best practices for scaling across the CX organization.

Support recruitment and onboarding efforts to build a resilient and high-performing team.

Ensure compliance with company policies, regulatory requirements, and data security standards in all customer interactions.

Report on team performance and business impact to leadership, highlighting successes and areas for further development.

Requirements

Must be legally authorized to work in the United States without sponsorship now or at any time.

Must reside in the United States at the time of application and employment.

Must have at least three years of progressive leadership experience in customer service or customer experience operations.

Must have direct team management experience, including coaching, performance management, and handling disciplinary issues.

Must demonstrate a track record of improving CSAT, NPS, and other customer satisfaction metrics.

Must be highly proficient in using CRM, helpdesk, and customer interaction platforms.

Must have strong written and verbal communication skills in English.

Must be comfortable working in a fully remote environment with limited in-person interaction.

Nice to have

Experience in ecommerce or direct-to-consumer retail environments.

Background in analytics and data-driven decision making.

Familiarity with AI tools and automation platforms for customer service.

Experience managing distributed or hybrid remote teams.

Knowledge of sustainable and ethical business practices.

Practical notes

This is a full-time position based in the United States with remote work.

The role requires US work authorization and the ability to perform duties from within the United States.

There may be limited travel required for in-person meetings or company events.

Visa sponsorship is not available for this position.

Candidates must be able to start within a reasonable timeframe as defined by hiring needs.