Quince
Customer Experience Specialist
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Customer Experience Associate – Remote (UK-Based)
About Quincè
Founded in 2018, Quincè challenges the notion that premium quality must come with a premium price. Our mission is straightforward: deliver high-quality essentials at accessible prices, produced fairly and sustainably. We believe everyone deserves exceptional craftsmanship and timeless design without unnecessary markups. As a direct-to-consumer (DTC) brand, we bypass middlemen and use just-in-time manufacturing to minimize waste while maximizing value—utilising AI, analytics, and automation to redefine retail.
Guided by core principles, our team pillars include:
- Customer First – Customer satisfaction drives every decision
- High Quality – Rigorous standards with premium, ethically sourced materials
- Essential Design – Timeless, functional products over fleeting trends
- Always a Better Deal – Transparency and innovation create lasting value
- Social & Environmental Responsibility – Commitment to sustainability, ethical production, and fair wages
With world-class manufacturing partnerships and a global customer base, Quincè is rapidly scaling while maintaining radical price transparency, quality, and sustainability.
Our Impact & Team Culture
At Quincè, you’ll join a high-performing, mission-driven team that reshapes modern retail. We attract builders, innovators, and operators who challenge the status quo, aiming to democratise luxury by delivering high-quality products at radically low prices. Our collective ambition sets us apart—this is a career for those aligned with growth, purpose, and continuous improvement.
If you thrive in an environment where impact equals belonging, Quincè offers the culture and opportunity to grow alongside us.
The Role
As a Customer Experience Associate (remote, UK-based), you’ll deliver thoughtful, high-touch service across chat, email, phone, and social channels. With empathy, problem-solving skills, and product expertise, you’ll:
- Own every customer interaction from start to finish, ensuring clarity, care, and confidence.
- Resolve challenges with empathy, turning dissatisfied customers into loyal advocates.
- Navigate tools efficiently while keeping interactions human-centred.
- Identify and share insights to continuously improve the customer experience.
- Develop product knowledge to guide customers authentically.
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Requirements:
- Available for occasional travel to Leeds or Manchester for in-person meetings and team events.
What You’ll Do
- Handle inquiries with precision, balancing efficiency and personalisation.
- Anticipate needs and address concerns proactively.
- Contribute to service improvements by sharing patterns and challenges.
- Build trust and loyalty through warm, polished, and transparent interactions.
Requirements & Qualities
We’re looking for candidates with:
- Digital Intelligence – Confidence adopting new tools to enhance support.
- Empathy & Brand Ambassadorship – Ability to build rapport and represent Quincè authentically.
- Ownership – Full accountability for outcomes and a proactive approach to customer needs.
- Adaptability – Thriving in fast-paced environments with changing demands.
Growth Opportunities
At Quincè, your career is supported at every stage:
- Specialist Tracks – Deepen expertise in Home, Jewellery, or Health/Wellness categories.
- Leadership Tracks – Progress from Senior Associate → Team Lead → CX Manager.
- Enablement Tracks – Develop skills in Quality & Training or Workforce Management.
This isn’t just a job—it’s a clear career pathway with continuous learning and advancement.
Why Join Us?
Work with purpose in a fast-growing, values-driven organisation where:
✅ You’ll shape long-term customer loyalty through exceptional experiences. ✅ Team culture encourages ownership and autonomy. ✅ Opportunity for continuous growth with structured progression. ✅ Reign in a high-quality, transparent, sustainable brand.
Compensation & Benefits
- Salary Range: £16 GBP (specific to UK role; variations possible based on experience/location).
- Note: Initial salary is fixed at £16; variations may apply post-completion of training.
- Base pay increases every 6 months until 2 years of service.
- Monthly performance bonus.
- 3-week paid onboarding & training before full responsibilities begin.
- Set schedule with guaranteed hours (no unpredictable shifts).
- Referral bonuses of up to £800.
- Bonus and equity offered for eligible candidates.
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Critical Note: The first 3 weeks of employment require onsite training (Monday–Friday, 9:00 AM – 6:00 PM GMT; location: London, Leeds, or Manchester). Full attendance is mandatory—no exceptions.
Why Quincè?
Quincè is more than a brand—it’s a movement. You’ll join a team orchestrating change in retail, blending technology, sustainability, and customer-centricity. Every contribution shapes a future where high quality is universally accessible—and you’ll be part of it.
Equality & Diversity Commitment
Quincè is an equal-opportunity employer. We promote an inclusive environment free from discrimination based on race, colour, religion, age, sex, sexual orientation, gender identity, disability status, national origin, veteran status, or any other characteristic protected by law.
We offer reasonable accommodations for applicants and employees with disabilities. Please contact us for arrangements, and we’ll work collaboratively to ensure equal access.
Security Advisory – Fraud Awareness
Quincè’s recruitment process is transparent and secure. Legitimate initial communications come via official Quincè email or LinkedIn; never via unsolicited messages. Here’s how to recognise real offers ( מולףוכ�){ • Ask clarifying questions. • Request no personal/sensitive information until verified. • Verified interviews are conducted via phone, in-person, or secure platforms (Google Meet/Zoom): never via messaging apps or unauthorised services. • Offers are merit-based followed by written confirmation.
Candidates should apply only through official channels. Security and trust are non-negotiable here.
Employment is contingent on a background check in line with local laws.
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