Retention Specialist Manager

3 Months ago • 5 Years +

Job Summary

Job Description

The Retention Specialist Manager will oversee omni-channel customer support teams, focusing on phone and direct messaging channels. This role involves developing and coaching team members to excel in customer retention, even when delivering difficult information. The manager will balance customer and agent retention with operational excellence, achieving key performance indicators and prioritizing business needs. Responsibilities include executing company goals, coaching specialists, reporting team performance, providing feedback for continuous improvement, managing escalations, and participating in hiring and recruitment efforts. This requires a leader capable of building a Customer First team and driving customer loyalty in a fast-paced environment.
Must have:
  • Lead customer care agents for a minimum of 5 years.
  • Develop customer loyalty and retention strategies.
  • Possess strong leadership and team building skills.
  • Have experience in a startup environment.
  • Demonstrate excellent analytical and problem-solving abilities.
  • Bachelor's degree in a related field.

Job Details

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 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 
  • Strong leadership and team building skills, experience managing a team in a Start Up environment 
  • Excellent analytical, problem solving, and decision making abilities 
  • Prior experience in a high-growth, fast-paced e-commerce or tech-driven company
Quince provides equal employment opportunities to all employees and applications for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran or military status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.
 

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.

Similar Jobs

Penumbrainc - Quality Engineer I

Penumbrainc

Roseville, California, United States (On-Site)
2 Months ago
Evolution  - In Studio Game Presenter

Evolution

Atlantic City, New Jersey, United States (On-Site)
6 Months ago
Spaulding Ridge - Corporate Finance Analyst

Spaulding Ridge

Chicago, Illinois, United States (On-Site)
4 Weeks ago
USE Insider - Customer Success Manager (Arabic Speaker)

USE Insider

Istanbul, İstanbul, Türkiye (Hybrid)
1 Week ago
NXP - Senior Validation Engineer

NXP

Sicily, Italy (On-Site)
2 Months ago

Get notifed when new similar jobs are uploaded

Similar Skill Jobs

Hawkeye Innovations - Baseball Tracking Systems Operator

Hawkeye Innovations

Mexico City, Mexico (Hybrid)
1 Week ago
Simcorp - Value Stream Architect

Simcorp

Warsaw, Masovian Voivodeship, Poland (Hybrid)
1 Month ago
Inveniolsi - SAP Testing Consultant

Inveniolsi

Safut, Al Balqa, Jordan (On-Site)
2 Months ago
Doge Labs,  Inc  - Game Producer / Project Manager

Doge Labs, Inc

(Remote)
3 Months ago
Motorola solutions - Sr. RF Engineer

Motorola solutions

Schaumburg, Illinois, United States (On-Site)
2 Months ago
Ambient.ai - Senior Software Engineer, ML Infrastructure

Ambient.ai

Redwood City, California, United States (Hybrid)
2 Months ago
Roblox - Litigation Paralegal

Roblox

San Mateo, California, United States (On-Site)
1 Month ago
Synechron - Senior Java Developer (Angular and Oracle)

Synechron

Hyderabad, Telangana, India (On-Site)
3 Weeks ago
bytedance - Quality Analyst - ADSEO (Safety)

bytedance

Gurugram, Haryana, India (On-Site)
4 Months ago

Get notifed when new similar jobs are uploaded

Jobs in United States

Feld Entertainment - Monster Jam Truck Body Technician

Feld Entertainment

Ellenton, Florida, United States (On-Site)
9 Months ago
Evolution  - In Studio Game Presenter - Overnight

Evolution

Atlantic City, New Jersey, United States (On-Site)
2 Weeks ago
PHINIA - Sales, Inventory, and Operations Planning (SIOP) Lead

PHINIA

Auburn Hills, Michigan, United States (On-Site)
1 Year ago
GHX - Inventory Specialist

GHX

Tampa, Florida, United States (On-Site)
3 Months ago
Jasper - Lead Engineer

Jasper

United States (Remote)
2 Weeks ago
1000heads - Insights Manager

1000heads

New York, United States (Hybrid)
3 Weeks ago
Apple - Prep Cook

Apple

Cupertino, California, United States (On-Site)
1 Month ago
Pomelo - Bilingual Outbound Enrollment Specialist

Pomelo

United States (Remote)
2 Weeks ago
pentair - Automation Maintenance Technician III

pentair

Delavan, Wisconsin, United States (On-Site)
1 Week ago
Nintendo - Senior Ambassador - Nintendo San Francisco Store

Nintendo

San Francisco, California, United States (On-Site)
8 Months ago

Get notifed when new similar jobs are uploaded

Similar Category Jobs

Looks like we're out of matches

Set up an alert and we'll send you similar jobs the moment they appear!

About The Company

At Quince, we’re not just building teams; we’re seeking individuals who are ready to make significant contributions in a streamlined and efficient environment. Our organizational structure is intentionally lean, allowing team members to have a major impact swiftly and efficiently. This approach ensures that innovation and decision-making processes thrive, enabling you to focus on what truly matters - achieving results and advancing our mission. We craft roles that are not only vital to our business needs but also provide substantial opportunities to make a meaningful impact. Our aim is for every employee’s efforts to directly advance our mission of delivering high-quality products at fair prices.

Bengaluru, Karnataka, India (On-Site)

Bengaluru, Karnataka, India (On-Site)

Bengaluru, Karnataka, India (On-Site)

United States (Remote)

United States (Remote)

Bengaluru, Karnataka, India (On-Site)

Toronto, Ontario, Canada (On-Site)

Bengaluru, Karnataka, India (On-Site)

Gurugram, Haryana, India (On-Site)

View All Jobs

Get notified when new jobs are added by quience

Level Up Your Career in Game Development!

Transform Your Passion into Profession with Our Comprehensive Courses for Aspiring Game Developers.

Job Common Plug