Retention Specialist
QuinceSalary not specified
- Full Time
- Junior (1 to 2 years)
Not SpecifiedCompensation
Entry Level & New Grad, Junior (1 to 2 years)Experience Level
Full TimeJob Type
UnknownVisa
Retail, E-commerce, Apparel, ManufacturingIndustries
Requirements
Candidates must be located within a reasonable commuting distance of the headquarters in Denver, Colorado, and be available to work within the 6am–6pm MST support window, with weekends as needed. Applicants should possess at least one year of experience in a customer-facing role, including experience with inbound phone calls, and familiarity with support platforms such as Gorgias, Zendesk, or Freshdesk. They should be comfortable using Mac OS and Google Workspace, Slack, and Zoom, and have experience working for an ecommerce or direct-to-consumer (DTC) brand. Familiarity with Shopify, NetSuite, Loop or Yotyo is preferred, and a high school diploma or equivalent is required.
Responsibilities
The Customer Experience Specialist will deliver timely, accurate, and empathetic support across various channels including phone, email, chat, and social, consistently meeting performance targets for first response time, quality assurance, and customer satisfaction. They will provide creative solutions that balance customer satisfaction with business objectives, accurately document customer interactions, encourage self-service where appropriate, and help customers find gear that meets their needs. The role also involves sharing customer feedback and trends to improve products and processes, fostering trust and connection with customers, and utilizing macros and Help Center content to maximize efficiency and quality. Finally, the specialist will work both independently and collaboratively to support the company’s mission and ensure customer loyalty.
Skills
Customer Experience
Problem-Solving
Communication
Technical Skills
Gear Selection
Customer Support
Relationship Repair
Logic
Truework
Automated income and employment verification platform
About Truework
Truework operates in the employment and income verification sector, providing a platform for businesses to verify applicants' income and employment status. The platform is customizable, allowing businesses to tailor the verification process to their specific needs. Truework's intelligent system efficiently routes verifications to ensure quick and comprehensive results. Clients include businesses that require accurate information for hiring or loan approvals. Truework's pay-per-result model means clients only pay for successful verifications, ensuring value for their investment. A partnership with TransUnion enhances Truework's credibility and resources. The company's goal is to streamline the verification process, reduce costs, and help businesses make informed decisions while minimizing risk.
Key Metrics
San Francisco, CaliforniaHeadquarters
2017Year Founded
$115.7MTotal Funding
LATE_VCCompany Stage
Data & Analytics, Enterprise Software, Financial ServicesIndustries
51-200Employees