Job Description
Bilingual Customer Experience Specialist - Retention Specialist
Be the human heartbeat behind Quince. You’ll connect with customers across chat, email, phone, and social channels — delivering thoughtful service, timeless quality, and trust in every interaction.
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 Success Looks Like
- CSAT ≥ 4.8/5
- First-Contact Resolution ≥ 80%
- QA Score ≥ 95%
- Meets SLAs (chat <= 60s, email <= 4h, phone ASA <= 60s)
- Contributes at least one actionable improvement per month