Manager, US Customer Service

📋 Description

• • Own the end-to-end customer experience for the fastest-growing DTC brand in sustainable luxury. As Manager, US Customer Service you will lead a distributed team of 25+ agents across chat, email, phone, and social channels, ensuring every interaction reflects Quince’s promise of premium quality at radically fair prices.
• • Build and scale a high-performing, remote-first service organization from the ground up. You will design staffing models, workforce management schedules, and quality frameworks that flex with 3x seasonal spikes while keeping response times under 2 minutes and CSAT above 95%.
• • Translate Quince’s sustainability story into everyday support moments. Whether a shopper asks about Mongolian cashmere sourcing or the carbon footprint of our Italian leather, you will coach agents to turn curiosity into brand loyalty and one-time buyers into lifelong advocates.
• • Own the voice-of-customer program. You will mine 10k+ monthly tickets for product, site, and policy insights, then present data-driven recommendations to Product, Ops, and Merchandising leaders in weekly “Customer Pulse” meetings that directly influence next-quarter roadmaps.
• • Architect and optimize our tech stack. You are the final decision-maker on Zendesk macros, Shopify integrations, AI chatbots, and telephony routing—balancing automation with the human touch that defines the Quince experience.
• • Create a culture of continuous learning. You will launch onboarding bootcamps, monthly skill sprints, and a career-path framework that grows agents into leads, trainers, and QA specialists, slashing attrition to under 10% annually.
• • Drive revenue through service. By upselling complementary products, reducing return rates, and turning detractors into promoters, your team will contribute 8-figure incremental revenue while maintaining an NPS above 80.
• • Establish vendor and BPO partnerships across North America, LATAM, and APAC. You will negotiate SLAs, manage P&L, and ensure partners uphold Quince’s ethical labor standards and sustainability commitments.
• • Own KPIs that matter: first-contact resolution, average handle time, cost per contact, QA score, and social sentiment. You will report weekly to the VP of Operations and quarterly to the board, turning metrics into narratives that secure additional headcount and budget.
• • Be the calm in the chaos. When a viral TikTok drives 5x ticket volume overnight or a carrier delay threatens holiday delivery promises, you will orchestrate cross-functional war rooms that protect customer trust and brand reputation.
• • Champion inclusivity. You will embed DEI best practices into hiring, coaching, and customer interactions, ensuring every shopper—regardless of geography, language, or identity—feels seen, heard, and valued.
• • Live and breathe Quince values: transparency, craftsmanship, sustainability, and radical affordability. You will lead quarterly “Factory Friday” virtual tours for the team, deepening their connection to the artisans who make our products and the planet we all share.