[Remote] Customer Service Learning Manager at Quince

United States

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Not SpecifiedCompensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Retail, E-commerce, TechnologyIndustries

Requirements

Strategic, data-driven, and customer-focused leadership mindset
Builder’s mindset balancing strategy and execution
Ability to translate vision into structured, data-informed programs
Experience leveraging AI-enabled solutions for scalable learning experiences

Responsibilities

Develop and execute the strategic roadmap for CX Learning & Development, aligning programs with business goals, performance metrics, and customer experience priorities
Lead, coach, and develop a small team of learning specialists — fostering a culture of accountability, innovation, and continuous improvement
Partner cross-functionally with CX Operations, QA, Knowledge Management, and People teams to ensure learning programs are integrated, measurable, and scalable
Build and manage the CX Certification & Badging Program to reinforce skill mastery, performance excellence, and internal career mobility
Oversee facilitation strategy and delivery across onboarding and ongoing learning programs, ensuring engagement, clarity, and relevance
Mentor facilitators on storytelling, scenario-based learning, and feedback-driven coaching to maximize retention and transfer
Introduce placement assessments and adaptive learning paths to personalize onboarding and accelerate time-to-proficiency

Skills

Key technologies and capabilities for this role

Customer ServiceLearning ManagementTraining Program DevelopmentTeam LeadershipRetail OperationsAIAnalyticsAutomation

Quince

Direct-to-consumer e-commerce for fashion and home essentials

About Quince

Quince offers high-quality fashion and lifestyle products through its online retail platform. The company sources its products directly from manufacturers worldwide, which allows it to provide premium items at lower prices compared to traditional retail stores. Quince's product range includes clothing like dresses and blouses, as well as home essentials such as bed sheets. This direct-to-consumer model appeals to a diverse customer base, from those seeking stylish clothing to those in need of quality home goods. Quince differentiates itself from competitors by eliminating middlemen, ensuring affordability without compromising on quality. The company's goal is to make luxury accessible to everyone while fostering a community of satisfied customers who share their experiences on social media.

San Francisco, CaliforniaHeadquarters

2018Year Founded

$74.9MTotal Funding

SERIES_BCompany Stage

Consumer Software, Consumer GoodsIndustries

201-500Employees

Benefits

Performance Bonus

Flexible Work Hours

Remote Work Options

Risks

Increased competition from brands like Italic and Everlane may dilute Quince's market share.

Challenges in maintaining product quality as Quince scales could impact customer satisfaction.

Geopolitical tensions may disrupt Quince's global sourcing and manufacturing partnerships.

Differentiation

Quince's M2C model cuts out middlemen, offering luxury at lower prices.

The company partners with over 50 top manufacturers globally for diverse product offerings.

Quince's focus on sustainability and ethical sourcing appeals to eco-conscious consumers.

Upsides

Quince's strong social media presence boosts brand visibility and customer engagement.

The global e-commerce market expansion offers Quince opportunities to reach new customers.

Rising demand for sustainable fashion aligns with Quince's responsible sourcing practices.

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