CX AI Workflow Specialist

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, BiotechnologyIndustries

Requirements

Candidates should have 2-5 years of experience in Customer Support, CX Ops, or a related AI/QA/process design role. Experience with quality frameworks, strong written communication skills for drafting knowledge base or SOP content, and experience with large language model (LLM) fine-tuning or prompt design are required. A systems thinking approach with a bias for structure, process optimization, and tooling is also necessary. Familiarity with tools like Sidekick in Gladly, Fin In Intercom, or Decagon is preferred.

Responsibilities

The CX AI Workflow Specialist will author and iterate AI Agent Operating Procedures (AOPs) to align with product, policy, and customer expectations. They will collaborate with CS leadership to map customer journeys and align AI responses, and monitor AI-powered tool performance to identify improvements. This role involves defining quality standards, implementing QA frameworks for AI agent performance, and fine-tuning AI responses in partnership with the Knowledge lead. Additionally, the specialist will work closely with engineering, product, and CX teams to prioritize improvements, partner with the enablement team to create documentation and training materials, and monitor and report on performance KPIs.

Skills

Workflow Design

Quality Assurance

Process Improvement

Customer Experience

Systems Thinking

Documentation

Analytical Skills

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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