Customer Service Training Specialist

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.

Quince is seeking a high energy, customer first oriented Training Instructor to support our Customer Care New Hire On-Boarding, Training, and on-going development of our team.  We are looking for a Learning and Development specialist that has a background in customer service and customer retention.  The ideal candidate will be able to demonstrate a track record of continuous improvements in their previous roles through utilizing data, multiple adult learning modalities, and continuous team member development. 

Key Job Responsibilities:

• Coordinate New Hire on-boarding documentation and candidate on boarding experience
• Support New Hire Training through leading learning session utilizing a variety of modalities
• Quality audit and knowledge check program weekly to  all team members to identify knowledge gaps and development needs 
• Track, measure 2025 new hire performance, attrition, and knowledge gaps to continuously improve training material and program  
• Implement new modalities that improve customer experience measured by the decrease in agent driven DSATs and increased customer retention
• Schedule and deliver all on-going team continuous education sessions
• Support the Customer Care organization on the creation and improvement of Training materials, where needed
• Actively seek on-going skill development opportunities
• Become a Gladly conversation and Customer Care workflow SOP expert
• Ability to solve problems: react quickly and productively, serving as a resource for specific problems and undertaking the appropriate steps to resolve
• Be a leader in demonstrating our Quince Values and Operating Principles, prioritizing the Customer First mentality

Basic Qualifications:

• Bachelor’s Degree 
• 3+ years of experience in Training/Learning development 
• Experience delivering training/information to peers, hourly team members, and senior management, both individually and in groups
• Proficiency in computer usage
• Willingness to work different shifts as needed 
• Balance and prioritize multiple tasks
• Ability to solve problems: react quickly and productively, serving as a resource for specific problems and undertaking the appropriate steps to resolve

Preferred Experience:

• Understand contact center processes and flow 
• Certification or greater in Instructional design and adult learning
• Prior experience in contact center management or leadership 
• Evidence of ability to prioritize, manage, and complete projects with tight deadlines 
• Experience delivering messages related to performance 
• Ability to give and receive feedback effectively 
• Ability to adapt to a fast-paced environments with changing circumstances, direction and strategy 
• Desire to thrive in a dynamic, growing environment 
• Previous Kaizen/Continuous Improvement experience