Data Analyst, Customer Service

OUR STORY

Quince was started to challenge the existing idea that nice things should cost a lot. Our mission was simple: create an item of equal or greater quality than the leading luxury brands and sell them at a much lower price.

OUR VALUES

EVERYONE SHOULD BE ABLE TO AFFORD NICE THINGS. Quality shouldn’t be a luxury. We’re proud of our mission to bring the world’s highest quality goods to people at affordable prices.

QUALITY IS MORE THAN MATERIALS. True quality is a combination of premium materials and high production standards.

WE FOCUS ON THE ESSENTIALS. From the perfect crewneck sweater to hotel quality sheets, we're all about high quality essentials that bring enjoyment to daily life.

WE’RE INNOVATING TO MAKE UNREAL PRICES A REALITY. Our uniquely developed factory-direct model lets us offer exceptionally high quality goods for much lower prices than our competitors.

ALWAYS A BETTER DEAL. We believe in real price transparency, for both our customers and factory partners. This way, everyone gets a better deal.

FAIR FACTORIES. We are committed to working with factories that meet the global standards for workplace safety and wage fairness.

OUR TEAM AND SUCCESS

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, Wish.com, D.E. Shaw, Stitch Fix, Urban Outfitters, Wayfair, McKinsey, Nike etc.

THE IDEAL CANDIDATE

The ideal candidate is a self-starter, problem-solver and successful in combining technology and data into best-in-class outcomes. The candidate is energized by solving complex business problems and consistently effective in making high-judgement decisions at rapid pace amidst the frequent ambiguity that comes with charting a course of action with no precedent. Moreover, the ideal candidate is energized by an environment where strategy, innovation and decision-making are intentionally distributed, where candor, speed and data are highly valued and colleagues at all levels hold each other to unusually high standards on behalf of Quince customers.

ROLES AND RESPONSIBILITIES: Quince is committed to transforming the CX (customer experience) and EX (employee experience). We work tirelessly to discover, evaluate and leverage technology to enhance and simplify the experience of our customers. Knowledge and data will is central to this journey of creating a proactive and predictive support experience. The use of automation, AI, and other modern technology will enable a reduction of time taken to resolve issues or perform tasks.

The Customer Service Data Analyst role involves analyzing existing customer support data and Omnichannel engagement data to find trends important for driving business objectives and navigating strategic projects, and system/process efficiencies with data-driven decisions across functional teams. The role requires influencing business transformation projects using analytical data that cuts across processes, systems, and tool re-engineering in customer support and services.

In addition, the role requires the candidate to support the enhancement of omnichannel strategy by seeking solutions and drivers to achieve seamless customer experiences and increased customer retention.

Responsibilities And Qualifications

• Flexible team player with a positive attitude
• Prepare data reports and presentations
• Communicate your findings and analytic insights to management
• Experience with Gorgias and Assembled is an asset
• 3-5 years of call center experience required
• Experience assisting customer data
• Proven experience in data analysis and visualizations
• Effectively communicate and collaborate with the Customer Service and Development teams
• Excellent written and oral communication skills
• Interpret data, analyze results using statistical techniques, and provide ongoing reports
• KEY RESPONSIBILITIES
• A strong work ethic and willingness to learn
• Assist with customer retention initiatives as needed
• Organized with the ability to adapt quickly and effectively to change
• Proficiency in statistics, data analysis, and research methods
• Compile and analyze data to assist in delivering optimal customer outcomes*Research and evaluate data from different sources to identify patterns, trends, and discrepancies
• Suggest ways to improve agent performance and customer experience based on your data analysis
• Detail-oriented, curious, enjoy problem-solving, flexible, and adaptable to a changing and evolving environment
• Assist with customer account escalation reviews and updates as needed
• Support customer account and CRM tools maintenance and new initiatives
• Convert data into usable information that is easy to understand for the management team with the ability to tell the story behind the data
• QUALIFICATIONS
• Knowledge of customer service CRMs, KPIs, NPS, and other tools
• Proficiency in Microsoft Excel, PowerPoint, and Word
• An analytical, energetic, and optimistic attitude
• Must have good time management with the ability to work with minimal supervision and under tight timelines
• Capable of managing multiple, simultaneous projects
• Successful execution of company goals and objectives, specifically focused on customer experience

Quince seeks to build high-performing teams of people from various experiences and backgrounds who can collectively push our company into new realms. We seek a diverse pool of applicants and consider all qualified candidates regardless of race, ancestry, color, gender identity or expression, sexual orientation, religion, national origin, citizenship, disability, Veteran status, marital status, or any other protected status. If you have a special need or disability that requires accommodation, please let us know.