Quince is hiring a
Operational Support Lead

Summary

The job is for a Customer Experience Operations Coordinator at Quince, a retail and technology company that focuses on providing high-quality essentials at affordable prices. The ideal candidate should excel in a fast-paced environment, be analytical, detail-oriented, and have excellent communication skills.

Requirements

• Proven experience in operations support, preferably in a 3P/1P environment or returns management
• Strong analytical skills with the ability to identify trends and root causes
• Experience in process improvement and optimization, particularly in returns and label management
• Exceptional verbal, written, and interpersonal communication skills
• A proactive and solutions-oriented mindset focused on achieving results and driving continuous improvement
• Proficiency in Google Workspace and Microsoft Office Suite

Responsibilities

• Ensure that 3P operations are consistently on par with 1P standards, identifying and addressing performance gaps
• Work closely with the 3P to ensure all process updates, new programs, and communication is shared to ensure no gaps in customer experience
• Work with team members to ensure the correct application of discounts
• Report on and analyze manual customer service returns, working to reduce the rate of manual returns to below 5%
• Manage and distribute manually created return labels to ensure timely and accurate handling
• Lead initiatives to improve returns processes, including reporting, collaboration with warehouse teams, and identifying opportunities for optimization
• Manage return related escalations within SLA and per SOP. Provide feedback for continuous improvement across assigned reverse logistics processes

Benefits

• $24 - $26 an hour
• Annual bonus based on the achievement of goals and objectives