Senior CX Specialist - Concierge
quince • United States, Remote
Posted: July 1, 2026
Job Description
THE ROLE
Senior Customer Experience Specialist - Concierge
We’re building a new, high-impact Concierge function within Customer Experience at Quince—and you’ll be among the first to shape it.
As a Customer Experience Concierge, you will own critical early moments in the customer journey—such as first and pre-purchase experiences, delivery, and initial support interactions—ensuring they are seamless, confidence-building, and drive long-term loyalty.
This is not a traditional support role. You will operate with high judgment and autonomy, proactively identifying friction and stepping in before issues escalate. You’ll combine thoughtful, high-touch customer care with systems thinking—turning individual interactions into insights that improve the experience at scale.
As a founding member, you will help define what “exceptional” looks like at Quince—building the standards, playbooks, and feedback loops that shape the future of our customer experience.
The most critical moments in a customer relationship can't be automated. This role exists at the intersection of human judgment and brand trust — owning the high-stakes interactions that directly shape retention, loyalty, and long-term value. You'll work closely with cross-functional partners and leadership to ensure every customer insight translates into meaningful improvement across the business.
Responsibilities
- Own critical early customer moments, ensuring seamless, high-quality experiences that build trust and drive customer retention
- Anticipate and resolve friction proactively, guiding customers through key moments with clarity and confidence
- Deliver polished, thoughtful interactions that reflect Quince’s standards across every touchpoint
- Make sound, business-aware decisions in ambiguous or time-sensitive situations
- Partner cross-functionally with Product, Operations, Logistics, and Marketing to resolve issues and improve the end-to-end experience
- Identify patterns and root causes, translating customer signals into actionable improvements
- Define and establish Concierge standards, playbooks, and ways of working as a founding member of the team
Qualifications
Required:
- 4+ years in customer experience, hospitality, account management, or similarly high-touch, customer-facing roles
- Demonstrated ability to operate with strong judgment in ambiguous, high-impact situations
- Proactive and action-oriented, with a track record of anticipating and resolving issues early
- Exceptional written and verbal communication skills, with strong attention to tone and detail
- Strong operator mindset, connecting customer needs to broader business outcomes
- Comfortable partnering across teams in a fast-paced, evolving environment
- Highly organized, with the ability to manage multiple priorities while maintaining a high bar for quality
Additional Content
THE ROLE
Senior Customer Experience Specialist - Concierge
We’re building a new, high-impact Concierge function within Customer Experience at Quince—and you’ll be among the first to shape it.
As a Customer Experience Concierge, you will own critical early moments in the customer journey—such as first and pre-purchase experiences, delivery, and initial support interactions—ensuring they are seamless, confidence-building, and drive long-term loyalty.
This is not a traditional support role. You will operate with high judgment and autonomy, proactively identifying friction and stepping in before issues escalate. You’ll combine thoughtful, high-touch customer care with systems thinking—turning individual interactions into insights that improve the experience at scale.
As a founding member, you will help define what “exceptional” looks like at Quince—building the standards, playbooks, and feedback loops that shape the future of our customer experience.
The most critical moments in a customer relationship can't be automated. This role exists at the intersection of human judgment and brand trust — owning the high-stakes interactions that directly shape retention, loyalty, and long-term value. You'll work closely with cross-functional partners and leadership to ensure every customer insight translates into meaningful improvement across the business.
Responsibilities
- Own critical early customer moments, ensuring seamless, high-quality experiences that build trust and drive customer retention
- Anticipate and resolve friction proactively, guiding customers through key moments with clarity and confidence
- Deliver polished, thoughtful interactions that reflect Quince’s standards across every touchpoint
- Make sound, business-aware decisions in ambiguous or time-sensitive situations
- Partner cross-functionally with Product, Operations, Logistics, and Marketing to resolve issues and improve the end-to-end experience
- Identify patterns and root causes, translating customer signals into actionable improvements
- Define and establish Concierge standards, playbooks, and ways of working as a founding member of the team
Qualifications
Required:
- 4+ years in customer experience, hospitality, account management, or similarly high-touch, customer-facing roles
- Demonstrated ability to operate with strong judgment in ambiguous, high-impact situations
- Proactive and action-oriented, with a track record of anticipating and resolving issues early
- Exceptional written and verbal communication skills, with strong attention to tone and detail
- Strong operator mindset, connecting customer needs to broader business outcomes
- Comfortable partnering across teams in a fast-paced, evolving environment
- Highly organized, with the ability to manage multiple priorities while maintaining a high bar for quality