Customer Support

• 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

Data Scientist

• 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%