Description
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
EVERYONE SHOULD BE ABLE TO AFFORD NICE THINGS. Quality shouldn’t be a luxury. We’re proud of our mission to bring the world’s highest quality goods to people at affordable prices.
QUALITY IS MORE THAN MATERIALS. True quality is a combination of premium materials and high production standards.
WE FOCUS ON THE ESSENTIALS. From the perfect crewneck sweater to hotel quality sheets, we're all about high quality essentials that bring enjoyment to daily life.
WE’RE INNOVATING TO MAKE UNREAL PRICES A REALITY. Our uniquely developed factory-direct model lets us offer exceptionally high quality goods for much lower prices than our competitors.
ALWAYS A BETTER DEAL. We believe in real price transparency, for both our customers and factory partners. This way, everyone gets a better deal.
FAIR FACTORIES. We are committed to working with factories that meet the global standards for workplace safety and wage fairness.
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, Wish.com, D.E. Shaw, Stitch Fix, Urban Outfitters, Wayfair, McKinsey, Nike etc.
THE IDEAL CANDIDATE
The ideal candidate is a self-starter, problem-solver and successful in combining technology and data into best-in-class outcomes. The candidate is energized by solving complex business problems and consistently effective in making high-judgement decisions at rapid pace amidst the frequent ambiguity that comes with charting a course of action with no precedent. Moreover, the ideal candidate is energized by an environment where strategy, innovation and decision-making are intentionally distributed, where candor, speed and data are highly valued and colleagues at all levels hold each other to unusually high standards on behalf of Quince customers.
The Retention Specialist Team Lead will report directly to the Retention Specialist Manager. This role will have responsibilities ranging from the direct ownership of several operational support tasks, providing support and engagement for the Retention Specialists, and for answering customer questions as pertaining to product information, order statuses, tracking information, returns & exchanges, and more. Candidates should have prior experience in customer service, preferably with a retail company. Prior experience using Shopify, Zendesk, Gorgias or other customer service software is preferred. Candidates must be detail oriented, authentic, reliable, communicative, and comfortable working in a startup environment.
Retention Specialist Team Lead is expected to work remotely and should be based in Texas, Tennessee, Arizona, or Florida. Additionally, this role will be required to work shifts not covered by the manager to provide leadership and support to the Retention Specialist. This includes weekends and possibly evening shifts during the work week.
Retention Specialist Team Lead Responsibilities:
- Lead with a customer first mindset that supports the achievement of the customer retention goals.
- Gorgias management to achieve and maintain Customer Support Service Level goals, both overall and by channel.
- Accurate maintenance of Specialty administrative operations functions.
- Team member engagement and support through all Customer Support Slack channels
- Ticket completion >50% of team weekly average at metric goal requirements.
- Support Retention Specialist Manager administrative and operational tasks when leading the RS team and when needed.
- Support RS Managers with QA audits, Low CSAT Review and outreach, along with team coaching and meeting engagement.
- Responsibilities are not limited to the above mentioned and may be changed based on business needs.
Quince seeks to build high-performing teams of people from various experiences and backgrounds who can collectively push our company into new realms. We seek a diverse pool of applicants and consider all qualified candidates regardless of race, ancestry, color, gender identity or expression, sexual orientation, religion, national origin, citizenship, disability, Veteran status, marital status, or any other protected status. If you have a special need or disability that requires accommodation, please let us know.
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