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:

• Bachelor’s degree or equivalent experience
• 4-6 years of experience in training, learning, or talent development roles
• Experience designing and delivering ILT, VILT, WBT, microlearning, and social learning programs
• Strong facilitation and coaching skills, with the ability to adapt to different audiences and contexts
• Technical and operational fluency with CMS, LMS, and hands-on experience using generative AI tools to support learning design and delivery
• Strong data literacy, with the ability to interpret performance metrics and translate insights into actionable training improvements
• Proven ability to prioritize, problem solve, and manage multiple projects in a fast-paced environment
• Ability to give and receive feedback constructively and communicate effectively in writing

Preferred Experience:

• Experience in contact center operations and workflows
• Certification in instructional design, facilitation, or adult learning principles
• Experience delivering performance feedback and coaching at all levels

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.

All posted ranges are reflective of base salary and may vary depending upon experience level and location. Bonus and equity may also be provided for eligible roles.

Pay Range$73,000—$102,000 USD

WHY QUINCE?

Joining Quince means being part of a mission-driven team reshaping retail. You will work alongside talented colleagues, tackle meaningful challenges, and contribute to building a more sustainable, accessible future for customers and partners alike.

EQUAL OPPORTUNITY & HIRING INTEGRITY

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. 

Quince is committed to providing reasonable accommodations to qualified individuals with disabilities. If you need a reasonable accommodation to complete your application or to perform the essential functions of a role at Quince, please let us know by completing this accommodation form. We review all requests individually and will work with you to determine appropriate accommodations on a case-by-case basis.

Employment is contingent upon successful completion of a background check. Quince will conduct background checks in compliance with applicable federal, state, and 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.