Customer Onboarding Support Manager

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 As a Customer Onboarding Officer, you will be the primary point of contact for new retail partners joining the QLS ecosystem. You will lead the cross-border technical integration process, ensuring that client systems communicate seamlessly with our logistics network. This role requires a blend of technical troubleshooting, project management, and exceptional relationship-building skills. Responsibilities Cross-border Technical Integration: Lead the end-to-end technical onboarding for new clients, guiding them through API integrations, ERP connections, and system configurations. Partner Onboarding: Act as the project lead for new client launches, ensuring all operational workflows—from labeling to customs documentation—are correctly established. Technical Support: Serve as the first line of defense for technical issues, resolving data transmission errors, tracking discrepancies, and platform bugs. Operational Monitoring: Monitor early-stage shipping performance (Order-to-Delivery) for new accounts to ensure they meet Quince’s high standards of speed and reliability. Client Advocacy: Collect partner feedback on platform usability and technical hurdles, collaborating with the Product and Engineering teams to drive system improvements. Training & Documentation: Create and maintain technical guides and FAQs to empower partners to use the QLS platform independently. Qualifications Education: Bachelor’s degree in Supply Chain Management, Information Systems, Business Administration, or a related field. Experience: 3+ years of experience in Customer Success, Technical Support, or Operations within E-commerce, SaaS, or Cross-border Logistics. Technical Skills: Strong understanding of API integrations, EDI, and ERP systems (e.g., NetSuite, SAP). Proficiency in data analysis tools (Excel, SQL) is a plus. Industry Knowledge: Familiarity with international shipping regulations, customs clearance processes, and last-mile delivery networks. Communication: Exceptional verbal and written communication skills in English and Mandarin. Ability to explain complex technical concepts to non-technical stakeholders. Mindset: A "customer-first" attitude with the ability to thrive in a fast-paced, high-growth startup environment. 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 $1—$50 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.