Customer Experience Specialist; German Bilingual

Customer Experience Specialist (German Bilingual)
Madrid, Spain

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
Bilingual Customer Experience Specialist
Join Quince as a founding member of our Customer Experience team! As a Customer Experience Specialist and deliver thoughtful, high-quality service across phone, chat, email, and social channels by solving problems with empathy, guiding customers authentically, and sharing insights that improve our service. Grow your career with clear paths in specialization, leadership, and training while building trust and loyalty every day.

This is a hybrid position based in Madrid, Spain with the ability to work in‑office as business needs require.

Responsibilities

Own each customer interaction from start to finish, ensuring clarity, care, and confidence.

Resolve issues with empathy, turning challenges into positive experiences.

Navigate tools efficiently while keeping the human touch.

Share insights and recurring patterns to help improve the experience.

Become a product expert to guide customers authentically.

What You Bring

Digital Intelligence:
Comfortable adopting new tools to enhance service.

Empathy & Brand Ambassadorship:
Builds loyalty through warm, polished, and authentic interactions.

Ownership:
Takes full responsibility for outcomes and anticipates customer needs.

Adaptability:
Thrives amid change while maintaining calm and consistency.

Specialist Tracks:
Category Expert (Home, Jewelry, Health/Wellness)

Enablement Tracks:
Quality & Training or Workforce Management

Why You’ll Love Working Here

Impactful work shaping customer loyalty

Culture of ownership and autonomy

Continuous growth in a fast-paced premium e‑commerce‑brand environment

Beautiful products, transparent pricing, and happy customers

€14.50 hourly / €35,852.00 (Annual) with tenure‑based increases every 6 months until 2 years.

Up to Monthly Target Bonus: €600.00 monthly performance bonus

3‑week paid training and onboarding

Set schedule with guaranteed hours

Qualifications

Bilingual in German and English, with the ability to service customers both verbally and written.

Minimum 2 years of customer service…