Customer Support

• Own each customer interaction from start to finish, ensuring clarity, care, and confidence.
• Resolve issues with empathy, turning challenges into positive experiences.
• Navigate tools efficiently while keeping the human touch.
• Share insights and recurring patterns to help improve the experience.
• Become a product expert to guide customers authentically.

Customer Experience Associate

Procurement

• Own sourcing strategy and vendor relationships (both first-party vendors and third-party vendors) for U.S., Canada, and Mexico-based soft home categories, including: Rugs, Utility Bedding, and Mattresses.
• Lead vendor onboarding, quality reviews, and commercial negotiations to improve PCOGS and margins
• Drive operational rigor across the domestic supply base: improve lead times, on-time delivery, and production SLAs
• Launch a mattress program from scratch in collaboration with Merchandising and Planning
• Identify and onboard new vendor partners with scalable capacity, consistent quality, and competitive cost structure
• Visit vendor partners regularly to build long-term relationships, troubleshoot issues, and conduct quality reviews
• Partner cross-functionally with Merchandising, Planning, and Operations to ensure product launches and replenishment run smoothly
• Ensure ethical sourcing and compliance standards are upheld across all partners

Director of Home Sourcing, Softlines

Graphics Designer

• Create a best in class consumer experience for the Quince customer, coming to life across paid social channels (Tiktok, Pinterest, Instagram).
• Develop, and execute smart, creative solutions as well as maintain design identity aesthetics per brand
• Be exceptionally skilled at image curation, visual storytelling, typography, layout, form and color
• Ensure all output is of the highest quality and reflects the Quince brand standards
• Manage multiple projects from start to finish in a fast-paced environment, refine drafts and generate creative concepts
• Collaborate with Brand Creative, Creative Strategists, and Video Editor counterparts in bringing to life campaigns, which fuse elevated storytelling with best in class digital commerce.

Senior Graphic Designer, Performance Creative

Video Editor

• Create videos for the Quince brand, aligning creative across all platforms (digital ads, social media, video, newspaper, etc).
• Maintain up-to-date knowledge of the digital landscape and execute designs for multi-platform, multi-channel projects.
• Work daily on social media marketing needs.
• Concept ad variations for testing.
• Use data and analytics to guide design decisions.
• Collaborate with Brand Creative, Creative Strategists, and Video Editor counterparts to bring campaigns to life—fusing elevated storytelling with best-in-class digital commerce.
• Translate marketing, creative, and strategic objectives into branded assets that drive prospective and customer engagement, adapting to different channels.
• Concept and develop brand-right templates.
• Present creative work to the leadership team and adjust design decisions based on feedback.
• Follow brand standards and actively develop graphic standards.
• Participate in brainstorming and research for campaign execution.
• Ensure all work is of the highest quality, reflects brand standards, and is delivered on time and on budget at all touchpoints.
• Manage multiple projects in a fast-paced environment, refine drafts, and generate creative concepts.
• Stay current with new innovations, industry developments, and social media trends.

Senior Video Editor

• Identify, evaluate, and onboard high-quality, high-compliance vendor partners across Europe for HOME TEXTILES with fast production lead times.
• Drive excellence in partner operations for existing supplier relationships within current and new Quince categories, while expanding the supply base and improving Quince’s product costs, quality, and commercial terms.
• Act as an ambassador to our partners in all interactions, building and deepening our relationships.
• Pitch and onboard vendor partners quickly, with clear onboarding criteria and scalability targets.
• Drive continuous improvement by increasing hit-rate launches (reviews, returns, sales) through product excellence and faster development times.
• Negotiate commercial terms including MOQs, pricing, capacity planning, and compliance.
• Evaluate mill capabilities and work closely with internal product and quality teams to nominate optimal partners.
• Manage mill relationships and ensure smooth handoff of greige fabric to finished goods partners.
• Serve as the sourcing lead for all home textiles from Europe, ensuring quality, margin, and lead time KPIs are met.
• Build scalable and diversified supply chains for each relevant product category (bedding, window, table linens).
• Partner with factories to drive product innovation and reduce development lead times.
• Optimize raw material and finished goods development calendars to enable rapid testing and scaling.
• Collaborate with merchandising, planning, and tech design teams to ensure aligned goals and seamless execution.
• Drive continuous improvement in supplier performance and cost efficiency.

Senior Sourcing Manager, Soft Home – Europe

• 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.
• Drive a coaching culture across CX by equipping leaders and managers with toolkits and playbooks that reinforce learning on the job.
• Pilot AI-enabled learning analytics and adaptive workflows to identify skill gaps and recommend personalized interventions.
• Track and analyze performance, attrition, and learning outcomes to drive continuous improvement across all training programs.
• Leverage QA, CSAT, and DSAT data to refine learning content, targeting the root causes of customer dissatisfaction.
• Deliver innovative, data-driven learning solutions that enhance engagement, reduce DSAT, and strengthen retention.

Customer Service Learning Manager

Director

• Set and maintain Quince’s brand voice and copy standards across channels and formats
• Lead and mentor the brand copy team, including direct reports and freelance contributors
• Develop copy frameworks for new categories, product types, and seasonal campaigns
• Partner with design, merchandising, and performance marketing to ensure creative briefs include sharp messaging strategy
• Write and edit high-priority copy, including campaigns, video scripts, and brand messaging
• Establish scalable processes for reviewing and approving copy across the org
• Audit existing customer touchpoints for voice consistency, clarity, and quality
• Collaborate with UX, web, and product teams to evolve and refine site and PDP language
• Work closely with the social team on captions, storytelling, and always-on tone
• Maintain a repository of messaging tools: headlines, CTAs, positioning lines, and story starters
• Champion the brand voice internally and serve as a resource for cross-functional partners

Group Copy Director

Designer

• Build fit blocks for key styles that can be utilized as a starting point for future garment development.
• Manage the fit process from 1st Proto to Bulk production.
• Develop, maintain, and update technical spec pages for all styles, ensuring accuracy and consistency by category.
• Spec garments, conduct fit sessions, and create detailed fit comments for vendors and factories.
• Collaborate with technical design teams internationally to build fit processes that can be consistently maintained by teammates abroad.
• Work directly with merchandising teams to maintain quality and consistency across all products while incorporating feedback based on customer and sales data.
• Evaluate paper and digital patterns and make revisions and recommendations to perfect the fit appeal of our garments.
• Sketch detailed flats and leverage Google Sheets and Excel for communication with internal teams and external teammates.
• Ensure all garments align with company standards for fit, construction, and quality.
• Troubleshoot and provide solutions for pattern and construction issues as needed.

Senior Technical Designer, Apparel

Data Scientist

• Own end-to-end predictive modeling for marketing campaign efficiency (e.g., conversion/CPA forecasting, churn/retention propensity, creative/audience response models).
• Design and implement dynamic budget allocation and bidding optimization engines across paid search, paid social, display, affiliates, and emerging channels (e.g., multi-armed bandits, reinforcement learning, constrained optimization).
• Develop audience targeting strategies using look-alike modeling, clustering/segmentation, and uplift modeling to maximize incremental impact.
• Stand up reliable feature and model pipelines from raw and structured data streams (ad platforms, web/app analytics, offline) through feature engineering to deployment (batch and real-time).
• Partner with Growth/Marketing, Finance, and Product to translate business goals into testable hypotheses, define success metrics, and run statistically sound experimentation (A/B, sequential tests), coordinating with the attribution/measurement owner as needed.
• Build simulation/sandbox tools to forecast scenarios (spend curves, diminishing returns, seasonality, cannibalization).
• Stay up to date with the latest AI trends, tools, and best practices in growth marketing and data science.

Staff Data Scientist – Performance Marketing

• Use your critical thinking and empathy to troubleshoot and resolve Canadian customer concerns, turning potential negative experiences into positive ones.
• Build lasting customer loyalty by providing personalized support that leaves a great impression, while adapting quickly to diverse needs and offering effective, tailored solutions.
• Navigate multiple systems and handle multiple inquiries simultaneously, ensuring a world-class and efficient customer experience.
• Identify recurring customer issues or trends and provide feedback to improve both the customer experience and internal processes.
• Ensure consistent achievement of key performance metrics, including CSAT (Customer Satisfaction), customer retention, response time, and productivity.

Customer Experience Specialist, French Bilingual

Program Manager

• Lead the end-to-end launch of new fulfillment centers and supply chain partners (partner/site readiness, systems integration, process testing, operational handoff).
• Coordinate onboarding
• Develop detailed project plans with timelines, milestones, dependencies, and risks.
• Act as the main point of contact between internal stakeholders (ops, tech, supply chain, carrier management) and external partners.
• Drive operational readiness: capacity planning, staffing coordination, SOP development, and carrier integration.
• Track and report progress to leadership, escalating risks/blockers early.
• Ensure smooth handoff to steady-state operations once launches/providers are live.
• Build playbooks and repeatable frameworks for faster future launches.

Program Manager, Fulfillment & Logistics

Manager

• Develop, implement, and enforce warehouse safety policies, procedures, and SOPs in alignment with OSHA and company standards.
• Lead the Trailer Dock Release (TDR) program, Powered Industrial Truck (PIT) safety compliance, and other warehouse-specific safety initiatives.
• Maintain up-to-date safety manuals, documentation, and training records in conjunction with the learning manager.
• Oversee onboarding safety training for all new hires and ensure ongoing refresher training for current associates.
• Conduct specialized safety training for PIT certification, hazard awareness, and emergency response.
• Coach associates and leaders on safe work practices, PPE use, and hazard recognition.
• Conduct regular safety audits of docks, racking, PIT equipment, PPE usage, and overall warehouse conditions.
• Ensure all incidents, near misses, and hazards are documented, investigated, and followed up with corrective actions.
• Prepare for and support external OSHA or regulatory inspections.
• Lead incident investigations to determine root causes and implement corrective/preventive measures.
• Maintain records of incidents, injuries, and near misses, and track trends to identify areas for improvement.
• Provide regular safety performance reports to leadership, including leading and lagging indicators.
• Partner with Operations, HR, and Learning teams to align safety training, coaching, and compliance efforts.
• Act as a visible leader on the floor, reinforcing a safety-first culture through presence and communication.
• Serve as a resource to Area Managers and Leads in addressing safety concerns and ensuring consistent enforcement of policies.

Safety Manager

Account Executive

• Develop, manage, and grow your own book of business across enterprise merchandise clients in Finance, Legal, Sports, Media, and Entertainment.
• Promote Quince to prospective and existing enterprise clients through a variety of outreach opportunities.
• Leverage existing relationships with companies and distributors to drive large volume sales and manage both existing and new project opportunities.
• Effectively represent Quince through outstanding product knowledge and outstanding service.
• Proactively seek opportunities for creative expansion within the segment.
• Maintain/track your business pipeline in HubSpot and Sales Navigator.
• Report to the Head of Sales and collaborate with B2B Marketing, Revenue Operations, Project Managers, inventory planner, and B2B Operations leadership.
• Join a team of Account Executives organized by region and support an eight-figure B2B business.

Account Executive, Enterprise Merchandise

Events

• Own the event and sponsorship strategy across brand, category, and cultural tentpoles (e.g., Fall campaign, Cashmere Season, Holidays)
• Lead end-to-end execution of IRL brand experiences, including pop-ups, trunk shows, brand dinners, and product immersions
• Develop and pitch brand-right sponsorship opportunities (e.g., US Open, F1, Frieze, Modernism Week) that align with awareness and audience goals
• Build tiered event frameworks: flagship moments, seasonal activations, and opportunistic brand moments
• Work cross-functionally with Creative, Product, Growth, Merchandising, and PR to ensure cohesive storytelling
• Partner with the Head of Social & Community and Head of Partnerships & Collaborations on event integrations (e.g., celebrity talent, social amplification)
• Negotiate contracts, manage budgets, vendors, run-of-show, and post-mortem analysis
• Own ROI tracking and reporting across events and sponsorships

Associate Director, Events and Sponsorships

Brand Designer

• Quince: retail and technology company offering luxury-quality products at lower prices
• Localize and create assets for the Canadian eComm site and app (homepage, landing pages, CLPs)
• Build batch and flow emails in English and French; partner with copywriter; own visual QA (links, images, hierarchy)
• Maintain style guide in Figma and ensure all shipped assets follow it
• Track creative performance (CTR, CVR, engagement) and iterate on design
• Collaborate with Marketing and Merch teams to deliver briefed campaigns; establish efficient review/feedback workflows with U.S. counterparts
• Build creatives for other marketing channels (direct mail, OOH, organic social, catalogue) in English and French
• Manage multiple projects and deadlines in a fast-paced, part-time environment

• Lead exploration, design, and implementation of data science solutions to optimize inventory planning and allocations.
• Develop and execute the data science strategy for inventory and logistics planning, aligning with broader business goals.
• Design, develop, and refine predictive models for demand forecasting, inventory optimization, and workforce allocation.
• Leverage advanced machine learning and optimization techniques to solve complex supply chain and planning problems at scale.
• Deploy ML models into production, run experiments, and enable performance monitoring in production.
• Collaborate with product, business, and engineering partners to initiate, develop, and deploy cross-functional solutions.
• Present outcomes and insights to business stakeholders and leadership.
• Identify gaps in existing data, create data product specifications, and collaborate with Engineering teams to implement enhanced data tracking.
• Partner with Analytics and other teams to share insights and best practices, ensuring consistency in data-driven decision-making.
• Drive automation: continuously strive for automated and production-ready solutions to improve efficiency and scalability.
• Candidates based in the SF Bay Area required hybrid work out of Palo Alto office 3 days/week; all other candidates may work fully remote.

Principal Data Scientist, ML – Planning

Artificial Intelligence

• CX AI Workflow Specialist: lead quality assurance initiatives, design and maintain Agent Operating Procedures (AOPs), partner with cross-functional teams to build and refine AI-enabled support workflows. Sits at the intersection of CX, systems thinking, and AI tooling.
• Key Competencies: AI & Systems Fluency; Analytical & Process Design; Clear Communication & Documentation; Ownership & Continuous Improvement
• Key Responsibilities Include: AI Tools Configuration; Quality Assurance (QA) & Testing; Cross-functional Collaboration
• QA & Testing: Define quality standards, calibration procedures, and feedback loops; Implement scalable QA frameworks to evaluate CS AI agent performance; Fine-tune AI responses to reflect brand tone.
• Cross-functional Collaboration: Work with engineering, product, and CX teams to prioritize improvements; Create documentation and training materials for internal teams on using AI agents; Monitor KPIs and improvements
• Qualifications Include: 2–5 years in Customer Support, CX Ops, or a related AI/QA/process design role; Experience with quality frameworks; Strong written communication; Experience with LLM fine-tuning or prompt design; Systems thinker with bias for structure and tooling
• Preferred qualifications: Familiarity with tools like Sidekick in Gladly, Fin In Intercom, Decagon, etc.
• KPIs: AI CSAT 4.6; Accuracy > 95%; Containment rate > 40%