About the Role
Join Quince as a Customer Experience Associate and deliver thoughtful, high‑quality service across chat, email, phone, and social channels. This remote position (UK‑based) requires occasional travel to Leeds or Manchester for in‑person meetings.
Responsibilities
* Own each customer interaction from start to finish, ensuring clarity, care, and confidence.
* Resolve issues with empathy, turning challenges into positive experiences.
* Navigate tools efficiently while keeping the human touch.
* Share insights and recurring patterns to help improve the experience.
* Become a product expert to guide customers authentically.
What You Bring
* Digital intelligence: Comfortable adopting new tools to enhance service.
* Empathy & brand ambassadorship: Builds loyalty through warm, polished, and authentic interactions.
* Ownership: Takes full responsibility for outcomes and anticipates customer needs.
* Adaptability: Thrives amid change while maintaining calm and consistency.
Growth Opportunities
* Specialist Tracks: Category Expert (Home, Jewelry, Health/Wellness)
* Leadership Tracks: Senior Associate → Team Lead → CX Manager
* Enablement Tracks: Quality & Training or Workforce Management
Why You’ll Love Working Here
* Impactful work shaping customer loyalty
* Culture of ownership and autonomy
* Continuous growth in a fast‑paced premium e‑commerce environment
* Beautiful products, transparent pricing, and happy customers
Compensation & Benefits
* Salary increases every 6 months for up to 2 years.
* Monthly performance bonus.
* 3‑week paid training and onboarding.
* Set schedule with guaranteed hours.
* Referral bonus up to £800.
* Mandatory onsite training for the first 3 weeks (9:00 AM–6:00 PM GMT, Mon–Fri) in London, Leeds, or Manchester.
* Pay Range: £16,000 GBP – £16,000 GBP (may vary with experience and location).
* Bonus and equity may also be provided for eligible roles.
EQUAL OPPORTUNITY & HIRING INTEGRITY
Quince provides equal employment opportunities to all employees and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran or military status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, and local laws.
Quince is committed to providing reasonable accommodations to qualified individuals with disabilities. If you need a reasonable accommodation to complete your application or to perform the essential functions of the role, please let us know by completing the accommodation form.
Employment is contingent upon a successful background check conducted in compliance with applicable laws.
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