Customer Experience Team Manager
New
Q
QuinceRetail/E-commerce
Fully remote anywhere in the USFull-TimeManager
Salary$75,000 - $95,000
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Job Details
- Experience
- 4+ years of customer experience or support leadership, including 2+ years managing high-volume, remote customer service teams
- Required Skills
- Team managementCRMZendesk
Requirements
- 4+ years of customer experience or support leadership.
- 2+ years managing high-volume, remote customer service teams (retail or e-commerce experience preferred).
- Proven ability to maintain engagement, accountability, and performance in distributed teams.
- Strong understanding of key CX metrics and ability to drive results using KPIs.
- Proficiency with CX platforms such as Zendesk, Gladly, or similar ticketing/CRM tools.
- Excellent written and verbal communication skills.
- Adaptability and growth mindset suitable for a fast-paced startup environment.
- Weekend and holiday availability, especially during November–December peak periods.
- Bachelor’s degree or higher preferred.
Responsibilities
- Lead, manage, and develop a team of US-based Retention Specialists delivering omni-channel customer experiences.
- Drive team performance and KPIs such as CSAT, response times, and retention through continuous improvement.
- Coach and mentor team members to support skill growth and maintain high engagement.
- Collaborate cross-functionally with product, logistics, and marketing to resolve customer pain points.
- Lead initiatives to reduce friction and improve operational efficiency using technology and automation.
- Assist with hiring, onboarding, and training of new team members.
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