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- Tasks: Deliver exceptional customer service via chat, email, phone, and social media.
- Company: Join Quince, a tech-driven company reshaping retail with sustainable practices.
- Benefits: Competitive pay, performance bonuses, and growth opportunities every six months.
- Other info: Remote role with required training in major UK cities.
- Why this job: Make a real impact on customer loyalty while working in a dynamic environment.
- Qualifications: Empathy, digital savvy, and a passion for customer service are key.
The predicted salary is between 30000 - 40000 £ per year.
ABOUT QUINCE
Founded in 2018, Quince was built to challenge the idea that nice things have to cost a lot. Our mission is simple: to make really high quality essentials for really low prices, produced fairly and sustainably. We believe everyone deserves exceptional craftsmanship and timeless design without the traditional markups. Quince is a direct-to-consumer (DTC) model that cuts out middlemen and leverages just-in-time manufacturing to minimize waste and maximize value. Quince is a tech company disrupting the retail industry by putting AI, analytics and automation at the center of everything we do.
Our unwavering commitment to excellence and company values guide our teams and actions:
- Customer First: We prioritize customer satisfaction in every decision.
- High Quality: True quality means premium materials and rigorous production standards you can feel good about.
- Essential Design: We focus on timeless, functional essentials instead of chasing trends.
- Always a Better Deal: Innovation and transparency ensure value for both customers and partners.
- Social & Environmental Responsibility: We commit to sustainable materials, ethical production, and fair wages.
Quince partners with world-class manufacturers across the globe and serves millions of customers. With strong investor backing and a focus on sustainable growth, we are a company that is rapidly scaling while maintaining a commitment to quality, simplicity, and radical price transparency.
OUR TEAM AND SUCCESS
At Quince, you will be part of a high-performing team that is redefining what quality, value, and sustainability mean in modern retail. We are a destination for builders, innovators, and operators to come together and challenge the status quo. Our collective ambition is bold. We are creating an entirely new category and customer experience – one that democratizes luxury and provides high quality products at radically low prices. That mission demands a world-class team committed to excellence. If you are motivated by impact, growth, and purpose, you will find a strong sense of belonging at Quince.
THE ROLE
Join Quince as a Customer Experience Associate and deliver thoughtful, high-quality service across chat, email, phone, and social channels. Solve problems with empathy, guide them authentically, and share insights that improve our service. Grow your career with clear paths in specialization, leadership, and training while building trust and loyalty every day. This is a remote position (UK-based) with requirement to travel to Leeds, Manchester or London for training and occasional in-person meetings and team gatherings.
Responsibilities:
- Own each customer interaction from start to finish, ensuring clarity, care, and confidence.
- Resolve issues with empathy, turning challenges into positive experiences.
- Navigate tools efficiently while keeping the human touch.
- Share insights and recurring patterns to help improve the experience.
- Become a product expert to guide customers authentically.
What You Bring:
- Digital Intelligence: Comfortable adopting new tools to enhance service.
- Empathy & Brand Ambassadorship: Builds loyalty through warm, polished, and authentic interactions.
- Ownership: Takes full responsibility for outcomes and anticipates customer needs.
- Adaptability: Thrives amid change while maintaining calm and consistency.
Growth Opportunities:
- Specialist Tracks: Category Expert (Home, Jewelry, Health/Wellness)
- Leadership Tracks: Senior Associate → Team Lead → CX Manager
- Enablement Tracks: Quality & Training or Workforce Management
Why You’ll Love Working Here:
- Impactful work shaping customer loyalty
- Culture of ownership and autonomy
- Continuous growth in a fast-paced premium e-commerce-brand environment
- Beautiful products, transparent pricing, and happy customers
Compensation & Benefits:
- Increases every 6 months until 2 years.
- Monthly performance bonus
- 3-week paid training and onboarding
- Set schedule with guaranteed hours
- Referral bonuses of up to £800
Additional note: Up to the first 3 weeks of employment are mandatory onsite training, held Monday through Friday, 9:00 AM – 6:00 PM GMT in either London, Leeds or Manchester. Full attendance is required—no absences will be permitted during this period.
All posted ranges are reflective of base salary and may vary depending upon experience level and location. Bonus and equity may also be provided for eligible roles.
Pay Range: £16 - £16 GBP
WHY QUINCE?
Joining Quince means being part of a mission-driven team reshaping retail. You will work alongside talented colleagues, tackle meaningful challenges, and contribute to building a more sustainable, accessible future for customers and partners alike.
EQUAL OPPORTUNITY & HIRING INTEGRITY
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. Quince is committed to providing reasonable accommodations to qualified individuals with disabilities. If you need a reasonable accommodation to complete your application or to perform the essential functions of a role at Quince, please let us know by completing this accommodation form. We review all requests individually and will work with you to determine appropriate accommodations on a case-by-case basis. Employment is contingent upon successful completion of a background check. Quince will conduct background checks in compliance with applicable federal, state, and 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.
Customer Experience Specialist employer: Quince
Contact Detail:
Quince Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Experience Specialist
✨Tip Number 1
Get to know Quince inside out! Familiarise yourself with their mission, values, and products. This way, when you chat with them, you can show off your knowledge and passion for what they do.
✨Tip Number 2
Practice your customer service skills! Think about how you'd handle different scenarios and keep empathy at the forefront. Quince is all about putting customers first, so showing you can do that will set you apart.
✨Tip Number 3
Network like a pro! Connect with current or former Quince employees on LinkedIn. Ask them about their experiences and any tips they might have. It’s a great way to get insider info and make a good impression.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you’re serious about joining the Quince team. Don’t forget to follow up after applying to express your enthusiasm!
We think you need these skills to ace Customer Experience Specialist
Some tips for your application 🫡
Show Your Passion: When you're writing your application, let your enthusiasm for customer experience shine through! We want to see how much you care about making a difference in people's lives and how you can embody our 'Customer First' value.
Be Authentic: Quince values authenticity, so don’t be afraid to let your personality come through in your writing. Share your unique experiences and insights that demonstrate your empathy and ability to connect with customers.
Tailor Your Application: Make sure to customise your application to reflect the specific role of Customer Experience Associate. Highlight relevant skills and experiences that align with our mission of providing high-quality service and building customer loyalty.
Apply Through Our Website: We encourage you to apply directly through our website for a smoother process. It’s the best way to ensure your application gets into the right hands and shows us you’re serious about joining our team!
How to prepare for a job interview at Quince
✨Know Quince Inside Out
Before your interview, dive deep into Quince's mission and values. Understand their commitment to quality, sustainability, and customer satisfaction. This knowledge will help you align your answers with what they stand for, showing that you're not just interested in the role but also in being part of their vision.
✨Showcase Your Empathy
As a Customer Experience Specialist, empathy is key. Prepare examples from your past experiences where you've turned a challenging situation into a positive one for a customer. Highlight how you listened, understood their needs, and provided a solution that made them feel valued.
✨Demonstrate Digital Savvy
Quince values digital intelligence, so be ready to discuss any tools or platforms you've used in previous roles. Share specific instances where you adopted new technologies to enhance customer service. This will show that you're adaptable and eager to leverage tech to improve the customer experience.
✨Ask Insightful Questions
At the end of your interview, have a few thoughtful questions prepared. Inquire about their approach to customer feedback or how they measure success in customer interactions. This not only shows your interest in the role but also your desire to contribute to their mission of exceptional customer service.