Customer Service Team Manager

ABOUT QUINCE

Quince is a destination for builders, creators, innovators, and operators who want to come together and challenge the status quo. Our mission is simple: make really high quality essentials for really low prices, fairly and sustainably. We deliver on that mission through a unique manufacturer-to-consumer (M2C) model eliminating the layers of traditional retail that add cost and result in consumers paying more than they need to. We find, build relationships with, and work directly with the manufacturing partners behind some of the world’s finest products. From there, our teams design smart, efficient operational processes and build and deploy proprietary technology, AI, and analytics to help us scale fast.

What began with a small assortment of elevated basics has quickly grown into a cross-category brand spanning apparel, accessories, home goods, and more. Today, tens of millions of people across a growing number of countries come – and return – to Quince because they trust us to deliver.

OUR CULTURE

Quince is a culture built for builders by builders. Our way of working starts with a blank sheet of paper. We question conventional thinking, use technology and data to uncover new opportunities, and move quickly to turn ideas into reality. We aren’t interested in replicating how others do retail. We’re building a better way – at a speed and scale unlike anything that’s been done before.

• We dream big and chase the hard problems others shy away from. Rejecting long-held assumptions is part of our company's DNA. Where conventional wisdom says you have to choose – soft or durable, speed or rigor, quality or price – we ask why that trade-off has to exist in the first place.
• Our pace is fast and the bar is high because our customers expect a lot from us and we refuse to let them down. We believe the best results come from challenging ourselves, learning from one another, and building on each other's strengths.
• Here, responsibility is not determined by role, tenure, or seniority. Every team member - no matter their level - has the opportunity to drive our business and shape our trajectory.

If you’re someone who likes to imagine new possibilities and build better systems rather than plug-in to outdated ones, Quince is the place for you.

The Role:

Customer Service Team Manager

We are seeking a German-bilingual Customer Service Team Manager to build and lead our founding German Customer Experience team, based in our Center of Excellence in Barcelona on a hybrid schedule. This is a hands-on, people-first leadership role responsible for standing up and scaling a high-performing CX team that delivers consistently exceptional customer experiences across all channels—phone, chat, email, and social—for our German-speaking customers.

Fluency in both German and English is required, as you will hire, coach, and develop frontline German-speaking Customer Experience Specialists while collaborating across our global CX organization. In this role, you will drive measurable business and customer impact by developing frontline talent, embedding operational rigor, translating data and customer insights into action, and leveraging technology and automation to continuously improve performance, efficiency, and engagement in a fast-paced, dynamic environment.

Responsibilities

• Lead, manage, and develop a team of Barcelona - based CX Specialists delivering best-in-class omni-channel customer experiences (phone, chat, sms, email).
• Elevate team performance and KPIs (CSAT, FCR, Quality, Productivity) through continuous improvement, empowering the team to deliver frictionless, luxury-grade service rooted in a genuine, human-centered Quince standard of care
• Coach and mentor team members to grow their skills, maintain engagement, and exceed performance expectations.
• Collaborate cross-functionally with product, logistics, and marketing to solve customer pain points, improve processes, and elevate the customer journey.
• Lead initiatives that reduce friction, improve efficiency, and enhance customer satisfaction, applying Test & Learn and Scrappy thinking.
• Assist with hiring, onboarding, and training CX Specialists, ensuring alignment with Quince values and operating principles.

Qualifications

• 4+ years of customer experience or support leadership, including 2+ years managing high-volume, customer service teams (retail or e-commerce a plus).
• Professional fluency in German and English (written and spoken) — able to coach, deliver feedback, and communicate nuanced customer and business topics effectively in both languages.
• Proven ability to maintain engagement, accountability, and performance in remote and distributed teams.
• Strong understanding of key CX metrics and ability to drive results using KPIs.
• Experience with CX platforms such as Zendesk, Gladly, or similar ticketing/CRM tools.
• Excellent written and verbal communication skills, with keen attention to clarity, tone, and customer …