Quince
Customer Care, Operations Support Lead, Voice of the Customer
Job Summary
The role focuses on gathering and analyzing customer feedback to identify process inefficiencies and improve customer satisfaction. The candidate will manage VOC-related issues using tools like JIRA, develop improvement projects, and communicate insights to leadership. Strong writing, analytical skills, and experience with data tracking tools are essential. The position involves cross-team collaboration to implement process changes and drive measurable customer experience enhancements.
Required Skills
Benefits
Job Description
OUR STORY
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. Customer satisfaction is our highest priority.
High Quality. True quality is a combination of premium materials and high production standards that everyone can feel good about.
Essential design. We don’t chase trends, and we don’t sell everything. We’re expert curators that find the very best and bring it to you at the lowest prices.
Always a better deal. Through innovation and real price transparency we want to offer the best deal to both our customers and our factory partners.
Environmentally and Socially conscious. We’re committed to sustainable materials and sustainable production methods. That means a cleaner environment and fair wages for factory workers.
OUR 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 IDEAL CANDIDATE:
We are seeking a highly analytical and proactive Operations Support Lead, Voice of the Customer (VOC) to join our team. In this role, you will be responsible for gathering and analyzing customer feedback, driving process improvements, and ensuring that key insights are communicated effectively to leadership. The ideal candidate has strong problem-solving skills, excellent writing ability, and a passion for enhancing customer experiences through data-driven decision-making.
RESPONSIBILITIES:
- Manage VOC JIRAs – Track, categorize, and escalate key customer feedback through JIRA, ensuring issues are logged, prioritized, and addressed.
- Gather and Analyze Feedback – Engage and follow up with Retention Specialists to collect insights on process inefficiencies that lead to increased customer contacts and decreased CSAT.
- Report VOC Insights – Compile and present monthly VOC reports to Quince's leadership, clearly communicating customer trends and recommended actions. Must have strong writing and presentation skills.
- Create & Manage VOC Improvement Projects – Develop and execute a VOC improvement project plan, ensuring key initiatives are tracked and completed on time.
- Cross-Functional Collaboration – Work closely with internal teams to implement process changes that improve efficiency and customer satisfaction.
- Support Business Needs – Adapt to new initiatives and emerging VOC-related priorities as required.
REQUIREMENTS:
- 3+ years of experience in operations, customer experience, VOC analysis, or project management.
- Strong writing and analytical skills – ability to communicate insights effectively.
- Experience with JIRA, Looker, Google Suite, and data tracking tools preferred.
- Highly organized with the ability to manage multiple projects and priorities.
- Strong problem-solving skills and a proactive mindset.
- Ability to work independently while effectively collaborating across teams.
COMPETENCIES:
- Measure What Matters – Use data and insights to evaluate processes and drive meaningful improvements.
- Results Matter – Take ownership of VOC initiatives and ensure they lead to measurable customer experience improvements.
- Relentless Improvement – Constantly seek ways to optimize the customer journey and reduce pain points.
- Teamwork – Work cross-functionally to align goals and drive change.
- Adaptability – Stay flexible and open to evolving business needs and priorities.
- Problem Solver – Proactively identify and address customer experience challenges with effective solutions.
COMPENSATION & SCHEDULE:
- $24-25 / per hour per hour
- Schedule: Monday - Friday, 9am - 6pm CT
We will provide feedback throughout the 90-day introductory period to support your success in this role.
We rely on market indicators and consider your specific job family, background, skills, and experience to determine your compensation in the market range. Bonus eligibility varies by role and is determined based on the position’s impact and contribution to our strategic goals.
Security Advisory: Beware of Frauds
At Quince, we're dedicated to recruiting top talent who share our drive for innovation. To safeguard candidates, Quince emphasizes legitimate recruitment practices. Initial communication is primarily via official Quince email addresses and LinkedIn; beware of deviations. Personal data and sensitive information will not be solicited during the application phase. Interviews are conducted via phone, in person, or through the approved platforms Google Meets or Zoom—never via messaging apps or other calling services. Offers are merit-based, communicated verbally, and followed up in writing. If personal information is requested to initiate the hiring process, rest assured it will be through secure and protected means.
Quince
Quince brings luxury products like Mongolian Cashmere, Italian Leather, Turkish Cotton and Washable Silk to everyone at radically low prices. Shop premium essentials with no middleman.
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