B2B Support Specialist
Job description
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If you’re someone who likes to imagine new possibilities and build better systems rather than plug-in to outdated ones, Quince is the place for you.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
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.