B2B Support Specialist

THE ROLE

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.

Who You Are

• 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.

Qualifications

• 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.