Customer Care, Operations Support Lead, Voice of the Customer

Position Overview

• Location Type: Remote
• Employment Type: Full-time
• Job Title: Operations Support Lead, Voice of the Customer (VOC)
• Salary: Not specified

The ideal candidate will be responsible for gathering and analyzing customer feedback, driving process improvements, and ensuring that key insights are communicated effectively to leadership. This role requires strong problem-solving skills, excellent writing ability, and a passion for enhancing customer experiences through data-driven decision-making.

Responsibilities

• Manage VOC JIRAs – Track, categorize, and escalate key customer feedback through JIRA, ensuring issues are logged, prioritized, and addressed.
• Gather and Analyze Feedback – Engage and follow up with Retention Specialists to collect insights on process inefficiencies that lead to increased customer contacts and decreased CSAT.
• Report VOC Insights – Compile and present monthly VOC reports to Quince’s leadership, clearly communicating customer trends and recommended actions. Must have strong writing and presentation skills.
• Create & Manage VOC Improvement Projects – Develop and execute a VOC improvement project plan, ensuring key initiatives are tracked and completed on time.
• Cross-Functional Collaboration – Work closely with internal teams to implement process changes that improve efficiency and customer satisfaction.
• Support Business Needs – Adapt to new initiatives and emerging VOC-related priorities as required.

Requirements

• 3+ years of experience in operations, customer experience, VOC analysis, or project management.
• Strong writing and analytical skills – ability to communicate insights effectively.

Company Information

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

Our Team: Quince is a retail and technology company co-founded by a team with extensive experience in retail, technology, and building early-stage companies. The team includes individuals from Stanford GSB, Google, D.E. Shaw, Stitch Fix, Urban Outfitters, Wayfair, McKinsey, Nike, etc.