CX Systems Administrator

ABOUT QUINCE Quince is a destination for builders, creators, innovators, and operators who want to come together and challenge the status quo. Our mission is simple: make really high quality essentials for really low prices, fairly and sustainably. We deliver on that mission through a unique manufacturer-to-consumer (M2C) model eliminating the layers of traditional retail that add cost and result in consumers paying more than they need to. We find, build relationships with, and work directly with the manufacturing partners behind some of the world’s finest products. From there, our teams design smart, efficient operational processes and build and deploy proprietary technology, AI, and analytics to help us scale fast. What began with a small assortment of elevated basics has quickly grown into a cross-category brand spanning apparel, accessories, home goods, and more. Today, tens of millions of people across a growing number of countries come – and return – to Quince because they trust us to deliver. OUR CULTURE Quince is a culture built for builders by builders. Our way of working starts with a blank sheet of paper. We question conventional thinking, use technology and data to uncover new opportunities, and move quickly to turn ideas into reality. We aren’t interested in replicating how others do retail. We’re building a better way – at a speed and scale unlike anything that’s been done before. • We dream big and chase the hard problems others shy away from. Rejecting long-held assumptions is part of our company's DNA. Where conventional wisdom says you have to choose – soft or durable, speed or rigor, quality or price – we ask why that trade-off has to exist in the first place. • Our pace is fast and the bar is high because our customers expect a lot from us and we refuse to let them down. We believe the best results come from challenging ourselves, learning from one another, and building on each other's strengths. • Here, responsibility is not determined by role, tenure, or seniority. Every team member - no matter their level - has the opportunity to drive our business and shape our trajectory. If you’re someone who likes to imagine new possibilities and build better systems rather than plug-in to outdated ones, Quince is the place for you. THE ROLE CX Systems Administrator We are seeking a CX Systems Administrator to join our growing CX Systems & Tools team where you'll own Gladly and every connected system across our European markets. You'll work alongside Product and Engineering, taking each new market from an empty environment to live and keeping all of them stable once they are. This is a hands-on systems owner responsible for building environments, launching new markets, and keeping them stable once they're live, as measured by: clean launches, configuration changes that ship without defects, integrations that hold, and documentation good enough that someone else can triage from it. Responsibilities • Configure and maintain Gladly across all European markets: queues, routing rules, inboxes, permissions, SLAs, business rules, and macros. • Localize each market for how it actually operates, including language-appropriate routing, local SLA definitions, and region-specific business rules. • Decide where EU logic stays separate from North America, and where shared logic is the better call. • Ship changes in the weekly change window, log what moved, and communicate it to the global team. • Stand up the full environment for each new market: queues, routing structures, permissions, inboxes, email, SMS, chat, and Simplesat. • Build the pre-launch QA checklist and work it to zero defects before sign-off. • Run UAT alongside Product, Engineering, and the rest of the Systems & Tools team. • Hold the go-live date when the environment isn't ready. You're the person who says so. • Write down what broke and feed it into the global launch framework before the next market starts. • Validate integration behavior across email, SMS, chat, Simplesat, CRM, and Admin tools: routing, survey triggers, order flows, and data passing between systems. • Take EU configuration defects out of daily triage and close them, escalating to Engineering when the fix isn't yours. • Monitor Gladly and Simplesat against contracted SLAs and flag breaches with the evidence attached. • Confirm EU data lands correctly in downstream reporting, and raise discrepancies with the global team and Data. • Structure EU environments so each new market is a configuration job and not a rebuild. • Audit quarterly, and strip out redundant rules and legacy configuration nobody uses. • Keep per-market documentation current, good enough that someone else can triage from it without asking you. • Name the scalability risk before the launch, not in the postmortem. The majority global team is US-based and you'll work with them weekly. For this reason this role includes a standing afternoon overlap (until ~6:00 PM CET) two to three days a week. Qualifications • Bachelor's degree or equivalent experience • 3+ years administering a CX or service platform hands-on (Gladly, Zendesk, Salesforce Service Cloud, or similar), including at least one end-to-end system setup or go-live for a new market, product, or environment • Experience configuring or administering systems across more than one region • Hybrid role based in our Barcelona office, with a regular onsite presence expected. • Fluent English required; proficiency in German, French, or another EU language is a plus. 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.