Customer Experience Team Manager
New
Q
QuinceRetail/E-commerce
United States, RemoteFull-TimeManager
Salary$75,000 - $95,000
Apply NowOpens the employer's application page
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.
- Proven ability to maintain engagement, accountability, and performance in remote and distributed teams.
- Strong understanding of key CX metrics and ability to drive results using KPIs.
- Experience with CX platforms such as Zendesk, Gladly, or similar ticketing/CRM tools.
- Excellent written and verbal communication skills.
- Comfortable working in a fast-paced, evolving startup environment.
- Weekend and holiday availability, especially during peak periods (November–December).
- Bachelor’s degree or higher preferred.
Responsibilities
- Lead, manage, and develop a team of US-based Retention Specialists delivering best-in-class omni-channel customer experiences (email, chat, phone, social).
- Drive team performance and KPIs (CSAT, response times, retention, QA) with continuous improvement initiatives.
- Coach and mentor team members to grow their skills, maintain engagement, and exceed performance expectations.
- Collaborate cross-functionally with product, logistics, and marketing to solve customer pain points, improve processes, and elevate the customer journey.
- Lead initiatives that reduce friction, improve efficiency, and enhance customer satisfaction.
- Assist with hiring, onboarding, and training Retention Specialists, ensuring alignment with Quince values and operating principles.
View Full Description & ApplyYou'll be redirected to the employer's site
