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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.
CX AI Workflow Specialist
Overview
As a CX AI Workflow Specialist, you will play a critical role in enhancing the effectiveness and consistency of Quince’s CX AI initiatives. You’ll lead quality assurance initiatives, design and maintain Agent Operating Procedures (AOPs), and partner with cross-functional teams to build and refine AI-enabled support workflows. This role sits at the intersection of CX, systems thinking, and AI tooling—and is ideal for someone who thrives in dynamic, fast-evolving environments.
Key Competencies
- AI & Systems Fluency
- Analytical & Process Design
- Clear Communication & Documentation
- Ownership & Continuous Improvement
Key Responsibilities Include:
AI Tools Configuration- Author and iterate AI Agent Operating Procedures to ensure alignment with product, policy, and customer expectations.
- Collaborate with CS leadership to map customer journeys and align AI responses accordingly.
- Monitor the performance of AI-powered tools and co-pilot features to identify improvement opportunities.
- Define quality standards, calibration procedures, and feedback loops
- Implement scalable QA frameworks to evaluate CS AI agent performance.
- Fine-tune AI responses, in partnership with the Knowledge lead, to reflect brand tone and reduce hallucinations or mismatches.
- Work closely with engineering, product, and CX teams to prioritize improvements.
- Partner with the enablement team to create documentation and training materials for internal teams on using AI agents effectively.
- Monitor and report on performance KPIs, recommending improvements.
Qualifications Include:
- 2–5 years in Customer Support, CX Ops, or a related AI/QA/process design role.
- Experience with quality frameworks
- Strong written communication skills; experience drafting knowledge base or SOP content.
- Experience with large language model (LLM) fine-tuning or prompt design.
- Systems thinker with a bias for structure, process optimization, and tooling.
Preferred qualifications
- Familiarity with tools like Sidekick in Gladly, Fin In Intercom, Decagon, etc.
Key Performance Indicators (KPIs)
- AI Customer Satisfaction (CSAT) scores at or above 4.6
- Accuracy > 95%
- Containment rate > 40%
Our company does not discriminate in employment on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factor.
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.
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.
Quince San Francisco, California, USA Office
47 Gilbert St, San Francisco, CA, United States, 94103
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