Retention Specialist Manager

Position Overview

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

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

Team and Success

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.

The Retention Specialist Manager will have experience in managing omni-channel customer support teams, with a successful background in phone and direct messaging channels. This candidate will need to demonstrate their ability to develop and coach team members on excellence in customer retention, even when delivering information, the customer may not want to hear. In addition, this candidate will be able to successfully balance customer and agent retention with operational excellence in executing and achieving critical KPIs, effectively prioritizing business needs.

Responsibilities

• Successful execution of company goals and objectives, focused on customer experience.
• Coach, Train, and Develop Retention Specialists weekly to achieve performance goals and development objectives.
• Accurate weekly and monthly team performance reporting, with actionable next steps to improve any metric below goal.
• Provide feedback to support continuous improvement to eliminate process defects that impact customers.
• Support and drive team engagement activities.
• Manage and resolve customer escalations across all engagement channels.
• Engage in all hiring and recruiting activities to attract candidates that demonstrate our Customer First value.
• Support and implement new operational processes across the team.

Qualifications

• Bachelor’s degree in Operations, Business, Communications, or related field
• Minimum of 5+ years of experience of successfully leading a team of customer care agents
• Proven track record of building a team of Customer First agents that drives and improves customer loyalty and retention.