B2B Support 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. THE ROLE B2B Support Specialist Quince is looking for a Support Specialist to sit at the intersection of customer experience and revenue execution. This is not a traditional reactive support role; it is a high-velocity, hybrid sales position. You will be the primary engine behind our transactional B2B revenue, acting as a dedicated concierge for our clients—guiding them from their first inquiry through to a successful, high-volume delivery. Performance Objectives • Revenue Execution: Deliver $1.5M in closed transactional revenue by the end of the fiscal year through responsive lead management and upsell opportunities. • Platform Adoption & Support: Act as the primary point of contact for our B2B self-service platform. You will assist customers in navigating the tool, managing their accounts, and streamlining their own ordering processes. • Hyper-Responsive Service: Maintain a same-day response time (Monday–Friday) for all inbound inquiries. In the B2B world, speed is our greatest competitive advantage. • Process Architecture: As a member of a "startup" unit within Quince, you won't just follow a manual, you’ll help write it. You will document FAQs and build templates to turn one-off fixes into repeatable workflows. • Customer Retention & Recovery: Uphold Quince’s reputation through obsessive attention to detail. You are responsible for "winning the recovery" if an order goes sideways, taking full ownership of the solution until the customer is satisfied. Responsibilities • Transactional Management: Manage the end-to-end lifecycle of corporate gifting and merch orders, from initial quote to final delivery. • CRM Mastery: Drive data-driven insights by maintaining a ‘single source of truth’ in HubSpot, ensuring all interactions, deal stages, and customer preferences are captured accurately. • Product Expertise: Develop a deep technical understanding of our product catalog, customization capabilities (embroidery, screen print, etc.), and supply chain timelines. • Cross-Functional Collaboration: Work closely with Operations and Logistics to ensure bulk orders are prioritized and fulfilled according to B2B client expectations. Qualifications Required • Scrappy & Adaptive: You thrive in high-growth environments where processes are still being built. • Solution-Oriented: You don't just report problems; you bring potential fixes to the table. • Detail-Obsessed: You understand that every order detail matters and mistakes can derail a long-term relationship. • Professional Experience: 2–4 years in a sales support, account management, or retail operations role. Experience in the promotional products, gifting, or apparel industry is a massive plus. • Communication Style: Exceptional verbal and written skills with a proven ability to mirror a client’s professional tone, ensuring every interaction feels personalized and high-touch. • Platform Proficiency: Proven experience working within a CRM (HubSpot preferred) and engaging with support tools like chatbots and customer experience platforms. • Analytical Skills: Basic proficiency in Google Sheets/Excel (vlookups, pivot tables) for managing large bulk-order spreadsheets and SKU lists. • E-commerce Expertise: Comfortable navigating and troubleshooting back-end e-commerce platforms; you should be tech-savvy enough to teach a customer how to use your self-service tools. 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 $65,000—$80,000 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.