Quince Logo

Quince

Retention Specialist Manager

Job Posted 21 Days Ago Reposted 21 Days Ago
Remote
Hiring Remotely in United States
Senior level
Remote
Hiring Remotely in United States
Senior level
The Retention Specialist Manager at Quince will manage a team of customer care agents, focusing on enhancing customer retention through coaching and operational excellence. Responsibilities include performance reporting, resolving escalations, engaging in recruitment, and implementing new processes to drive team performance and customer loyalty.
The summary above was generated by AI

OUR STORY

Quince was started to challenge the existing idea that nice things should cost a lot. Our mission was simple: create an item of equal or greater quality than the leading luxury brands and sell them at a much lower price. 

OUR VALUES

Customer First. Customer satisfaction is our highest priority.

High Quality. True quality is a combination of premium materials and high production standards that everyone can feel good about.

Essential design. We don’t chase trends, and we don’t sell everything.  We’re expert curators that find the very best and bring it to you at the lowest prices.

Always a better deal. Through innovation and real price transparency we want to offer the best deal to both our customers and our factory partners.  

Environmentally and Socially conscious.  We’re committed to sustainable materials and sustainable production methods. That means a cleaner environment and fair wages for factory workers.

OUR TEAM AND SUCCESS 

Quince is a retail and technology company co-founded by a team that has extensive experience in retail, technology and building early stage companies. You’ll work with a team of world-class talent from Stanford GSB, Google, D.E. Shaw, Stitch Fix, Urban Outfitters, Wayfair, McKinsey, Nike etc.

The Retention Specialist Manager will have experience in managing omni-channel customer support teams, with a successful background in phone and direct messaging channels.  This candidate will need to demonstrate their ability to develop and coach team members on excellence in customer retention, even when delivering information, the customer may not want to hear.  In addition, this candidate will be able to successfully balance customer and agent retention with operational excellence in executing and achieving critical KPIs, effectively prioritizing business needs.


Responsibilities

  • Successful execution of company goals and objectives, focused on customer experience
  • Coach, Train, and Develop  Retention Specialists weekly to achieve performance goals and development objectives 
  • Accurate weekly and monthly team performance reporting, with actionable next steps to improve any metric below goal. 
  • Provide feedback to support continuous improvement to eliminate process defects that impact customers.
  • Support and drive team engagement activities 
  • Manage and resolve customer escalations across all engagement channels.
  •  Engage in all hiring and recruiting activities to attract candidates that demonstrate our Customer First value.
  • Support and implement new operational processes across the team.

Qualifications

  • Bachelor’s degree in Operations, Business, Communications, or related field
  • Minimum of 5+ years of experience of successfully leading a team of customer care agents
  • Proven track record of building a team of Customer First agents that drives and improves customer loyalty and retention 
  • Strong leadership and team building skills, experience managing a team in a Start Up environment 
  • Excellent analytical, problem solving, and decision making abilities 
  • Prior experience in a high-growth, fast-paced e-commerce or tech-driven company

Quince provides equal employment opportunities to all employees and applications for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran or military status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

 

Security Advisory: Beware of Frauds

At Quince, we're dedicated to recruiting top talent who share our drive for innovation. To safeguard candidates, Quince emphasizes legitimate recruitment practices. Initial communication is primarily via official Quince email addresses and LinkedIn; beware of deviations. Personal data and sensitive information will not be solicited during the application phase. Interviews are conducted via phone, in person, or through the approved platforms Google Meets or Zoom—never via messaging apps or other calling services. Offers are merit-based, communicated verbally, and followed up in writing. If personal information is requested to initiate the hiring process, rest assured it will be through secure and protected means.

Top Skills

Customer Support
Omni-Channel
Operational Processes
Performance Reporting
Team Engagement

Similar Jobs

4 Hours Ago
Remote
Chicago, IL, USA
Entry level
Entry level
Healthtech • Software
The Customer Success Associate will provide customer support, build customer relationships, manage data, and report on customer activities to ensure satisfaction and improve service quality. Responsibilities include responding to inquiries, maintaining records, analyzing feedback, and collaborating with teams.
Top Skills: Crm Software
5 Hours Ago
Easy Apply
Remote
Chicago, IL, USA
Easy Apply
Junior
Junior
Fintech • Information Technology • Machine Learning • Software • Analytics • Financial Services
As an Application Support Representative, you will assist customers in the loan application process, manage inbound calls, provide product information, and update customer accounts. A focus on exceptional customer service and effective communication is essential.
Top Skills: Crm Systems
5 Hours Ago
Easy Apply
Remote
Chicago, IL, USA
Easy Apply
Junior
Junior
Fintech • Information Technology • Machine Learning • Software • Analytics • Financial Services
As a Collections Representative, you will manage communication with customers regarding overdue loan payments, negotiate payment arrangements, and maintain accurate records of interactions. This role requires strong communication skills and the ability to resolve customer concerns empathetically.
Top Skills: Crm Systems

What you need to know about the Seattle Tech Scene

Home to tech titans like Microsoft and Amazon, Seattle punches far above its weight in innovation. But its surrounding mountains, sprinkled with world-famous hiking trails and climbing routes, make the city a destination for outdoorsy types as well. Established as a logging town before shifting to shipbuilding and logistics, the Emerald City is now known for its contributions to aerospace, software, biotech and cloud computing. And its status as a thriving tech ecosystem is attracting out-of-town companies looking to establish new tech and engineering hubs.

Key Facts About Seattle Tech

  • Number of Tech Workers: 287,000; 13% of overall workforce (2024 CompTIA survey)
  • Major Tech Employers: Amazon, Microsoft, Meta, Google
  • Key Industries: Artificial intelligence, cloud computing, software, biotechnology, game development
  • Funding Landscape: $3.1 billion in venture capital funding in 2024 (Pitchbook)
  • Notable Investors: Madrona, Fuse, Tola, Maveron
  • Research Centers and Universities: University of Washington, Seattle University, Seattle Pacific University, Allen Institute for Brain Science, Bill & Melinda Gates Foundation, Seattle Children’s Research Institute
By clicking Apply you agree to share your profile information with the hiring company.

Sign up now Access later

Create Free Account

Please log in or sign up to report this job.

Create Free Account