Customer Care, AI Automation & Content Writer (Contract)

Position Overview

• Location Type: Remote
• Employment Type: Full-time
• Salary: Not specified

About Quince: Quince was started to challenge the existing idea that nice things should cost a lot. Our mission was simple: create an item of equal or greater quality than the leading luxury brands and sell them at a much lower price.

Our Values:

• Customer First
• High Quality
• Essential design
• Always a better deal
• Environmentally and Socially conscious

The Role: Quince is a retail and technology company co-founded by a team that has extensive experience in retail, technology and building early stage companies. You’ll work with a team of world-class talent from Stanford GSB, Google, D.E. Shaw, Stitch Fix, Urban Outfitters, Wayfair, McKinsey, Nike etc. We are seeking an AI Content Creator to drive continuous improvement and refinement in our AI-driven platforms and systems, with a focus on enhancing efficiency, accuracy, and customer experience across multiple channels. This role will require a combination of analytical, strategic, and hands-on technical expertise to implement and optimize generative AI and automation processes. Currently, Quince utilizes the contact management tool Gladly and AI automation is built through their internal tool called Sidekick.

Key Competencies

• Content Writing & Editing Excellence
• Proficiency creating AI transactional threads, bots, and automation tools
• Data-Driven Decision Making & Accountability
• Collaboration & Communication

Responsibilities

• Enhancement of Gladly Answers:
  • Take ownership of the Gladly Answers platform to improve knowledge for Customers, AI chatbots, and Agents.
  • Manage and respond to all knowledge base and macro requests from the internal team on a daily basis, maintaining a 100% same-day response rate.
  • Review, update, and implement changes to ensure all knowledge base entries are accurate, clear, consistent, and adhere to brand voice and style guidelines.
• Gen AI Resolution Rate Improvement:
  • Regularly monitor performance, analyze data, and suggest improvements to optimize Gen AI resolution accuracy for SMS and Chat.
• Self-Service Deflection Optimization:
  • Perform a detailed analysis of self-service deflection in the Contact Us page (Help Center) to find areas for improvement.
  • Implement strategies and solutions to enhance deflection, improving overall customer support.

Application Instructions

• Not specified.

Company Information

• Quince is a retail and technology company.
• Co-founded by a team with experience in retail, technology, and building early-stage companies.
• Team members include alumni from Stanford GSB, Google, D.E. Shaw, Stitch Fix, Urban Outfitters, Wayfair, McKinsey, Nike etc.