Customer Service Learning & Development Specialist

ABOUT QUINCE 

Founded in 2018, Quince was built to challenge the idea that nice things have to cost a lot. Our mission is simple: to make really high quality essentials for really low prices, produced fairly and sustainably. We believe everyone deserves exceptional craftsmanship and timeless design without the traditional markups. Quince is a direct-to-consumer (DTC) model that cuts out middlemen and leverages just-in-time manufacturing to minimize waste and maximize value.

Quince is a tech company disrupting the retail industry by putting AI, analytics and automation at the center of everything we do. Our unwavering commitment to excellence and company values guide our teams and actions:

• Customer First: We prioritize customer satisfaction in every decision.

• High Quality: True quality means premium materials and rigorous production standards you can feel good about.

• Essential Design: We focus on timeless, functional essentials instead of chasing trends.

• Always a Better Deal: Innovation and transparency ensure value for both customers and partners.

• Social & Environmental Responsibility: We commit to sustainable materials, ethical production, and fair wages.

Quince partners with world-class manufacturers across the globe and serves millions of customers. With strong investor backing and a focus on sustainable growth, we are a company that is rapidly scaling while maintaining a commitment to quality, simplicity, and radical price transparency.

OUR TEAM AND SUCCESS 

At Quince, you will be part of a high-performing team that is redefining what quality, value, and sustainability mean in modern retail. We are a destination for builders, innovators, and operators to come together and challenge the status quo. Our collective ambition is bold. We are creating an entirely new category and customer experience – one that democratizes luxury and provides high quality products at radically low prices. That mission demands a world-class team committed to excellence. 

If you are motivated by impact, growth, and purpose, you will find a strong sense of belonging at Quince.

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 facilitator and coach to serve as a Learning and Development Specialist to support new hire onboarding, skill development, and ongoing training for our Customer Care team. We are looking for a Learning and Development professional with deep experience in customer service and a strong focus on customer retention. The ideal candidate will be able to demonstrate a track record of driving continuous improvement in their previous roles through leveraging data, multiple adult learning modalities, and ongoing team member development.

 

Key Job Responsibilities:

Instructional Design & Content Development

• Design, build, and iterate engaging learning experiences using multiple modalities (in-person, virtual, self-paced, blended).
• Standardize and customize curriculum across programs, ensuring materials remain consistent, relevant, and high-quality.
• Serve as a subject matter expert on Gladly and Customer Care workflows, providing expertise and guidance to peers and team members.

 

Facilitation & Coaching

• Lead the end-to-end new hire onboarding experience, enabling agents to ramp quickly and perform with confidence from day one.
• Deliver training sessions using a variety of techniques, including storytelling, role-play, scenario-based learning, and microlearning.
• Conduct knowledge checks, quality audits, and refresher sessions to assess learning retention and close skill gaps.
• Provide individual and group coaching with actionable feedback that reinforces skills and improves customer experience outcomes.

 

Performance & Program Improvement

• Track and analyze new hire performance, attrition, and learning outcomes to drive continuous program improvement.
• Leverage customer feedback and DSAT data to refine training programs, reducing dissatisfaction and increasing retention.
• Implement innovative, data-driven learning solutions that enhance engagement, reduce DSAT, and increase customer retention.

 

Basic Qualifications: