Position Details
About this role
Own the customer experience end-to-end for Quince across chat, email, phone, and social channels. Deliver empathetic issue resolution, become a product expert, and improve the experience using insights, patterns, and performance metrics.
Key Responsibilities
- Own each customer interaction from start to finish
- Resolve issues with empathy
- Navigate tools efficiently while keeping the human touch
- Share insights and recurring patterns to improve the experience
- Become a product expert to guide customers authentically
Technical Overview
This role is customer-facing and metric-driven, focused on SLA adherence and quality measurement (CSAT, First-Contact Resolution, QA Score). It requires efficient navigation of support tools but no specific software is named in the posting.
Ideal Candidate
The ideal candidate is a customer experience professional who can handle end-to-end customer interactions across chat, email, phone, and social channels while maintaining excellent service metrics. They consistently hit CSAT, First-Contact Resolution, QA Score, and SLA targets and can become a product expert to guide customers authentically.
Must-Have Skills
Required Skills
Hard Skills
Soft Skills
Industry & Role
Keywords for Your Resume
Deal Breakers
Ability to meet defined SLA targets (chat 60s, email 4h, phone ASA 60s), Must demonstrate customer support experience across chat, email, and phone
Get matched to jobs like this
Luna finds roles that fit your skills and career goals — no endless scrolling required.
Create a Free Profile