Customer Experience Specialist (German Bilingual)

TL;DR

Customer Experience Specialist (German Bilingual): Delivering thoughtful, high-quality customer service across phone, chat, email, and social channels with an accent on empathetic problem solving, authentic guidance, and using customer insights to improve service. Focus on owning end-to-end interactions, efficiently navigating support tools while keeping a human touch, and building trust and loyalty every day.

Location: Krakow, Poland

Salary: 49.00 PLN hourly / 128,320.00 PLN (Annual) + up to 2,200.00 PLN Monthly performance bonus

Company

Quince is a direct-to-consumer retail tech company focused on AI, analytics, and automation to deliver high-quality essentials at low prices.

What you will do

• Own each customer interaction end-to-end, ensuring clarity, care, and confidence.
• Resolve issues with empathy and turn challenges into positive experiences.
• Use support tools efficiently while maintaining a human, authentic tone.
• Share insights and recurring patterns to improve the customer experience.
• Act as a product expert to guide customers authentically.

Requirements

• German + English bilingual proficiency, able to support customers verbally and in writing.
• Minimum 4 years of customer service experience.
• Proven ability to build relationships and resolve issues effectively in a remote environment with clear, professional communication.
• Dedicated, quiet workspace and reliable high-speed internet (75+ Mbps download / 10+ Mbps upload).
• Mandatory onsite training for the first 3 weeks, Monday–Friday, 9:00 AM–6:00 PM CET, with full attendance required (no absences permitted).

Culture & Benefits

• Hybrid role based in Krakow with ability to work in-office as business needs require.
• 3-week paid training and onboarding.
• Set schedule with guaranteed hours.
• Tenure-based compensation increases every 6 months until 2 years.
• Up to 2,200.00 PLN monthly performance bonus.
• Growth paths in specialization, leadership, and enablement (quality & training, workforce management).

Hiring process

• Interviews via phone, in person, or approved platforms (Google Meets or Zoom).
• Offer communicated verbally and followed up in writing.