B2B Support Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Achieve $1.5M in closed transactional revenue by the conclusion of the fiscal year through effective lead management and upselling initiatives.

• Serve as the main contact for our B2B self-service platform, assisting customers in navigating the tool, managing their accounts, and optimizing their ordering processes.

• Ensure a same-day response time (Monday–Friday) for all incoming inquiries, as speed is our key competitive advantage in the B2B sector.

• As part of a 'startup' team within Quince, you will not only adhere to a manual but also contribute to its creation. This includes documenting FAQs and developing templates to convert one-off solutions into repeatable processes.

• Maintain Quince’s reputation by demonstrating meticulous attention to detail. You will take full ownership of resolving issues if an order encounters problems, ensuring customer satisfaction.

• Oversee the complete lifecycle of corporate gifting and merchandise orders, from the initial quote to the final delivery.

• Generate data-driven insights by maintaining a 'single source of truth' in HubSpot, accurately capturing all interactions, deal stages, and customer preferences.

• Acquire a deep technical understanding of our product catalog, including customization options (embroidery, screen printing, etc.) and supply chain timelines.

• Collaborate closely with Operations and Logistics to ensure that bulk orders are prioritized and fulfilled according to B2B client expectations.

⛳️ Requirements

• 2–4 years of experience in a sales support, account management, or retail operations position. Background in the promotional products, gifting, or apparel sectors is highly advantageous.

• Outstanding verbal and written communication skills with a proven ability to adapt to a client’s professional tone, making every interaction feel personalized and attentive.

• Demonstrated experience working with a CRM (preferably HubSpot) and interacting with support tools such as chatbots and customer experience platforms.

• Basic proficiency in Google Sheets/Excel (vlookups, pivot tables) to manage extensive bulk-order spreadsheets and SKU lists.

• Comfortable navigating and troubleshooting back-end e-commerce platforms; you should be tech-savvy enough to instruct customers on using your self-service tools.

🏝️ Benefits

• All posted ranges reflect base salary and may vary based on experience level and location.

• Bonus and equity options may also be available for eligible positions.