Our mission is simple: make really high quality essentials for really low prices, fairly and sustainably. What began with a small assortment of elevated basics has quickly grown into a cross-category brand spanning apparel, accessories, home goods, and more. We question conventional thinking, use technology and data to uncover new opportunities, and move quickly to turn ideas into reality. 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.
We are seeking a CX Learning & Development Specialist to join our growing team. This is a high-impact, execution-focused role responsible for delivering onboarding, nesting, and ongoing enablement for our general Customer Care organization. Learning & Development Manager, Customer Care Operations, QA, Knowledge Management, and Learning Experience Design, you will own the day-to-day delivery of onboarding and nesting experiences — leveraging AI-enabled learning tools, scalable practice environments, and modern digital training formats to increase training throughput without sacrificing quality. In this role, you will accelerate agent time-to-proficiency and improve customer experience outcomes globally through high-quality facilitation, coaching, performance diagnostics, and targeted reinforcement that directly support agent readiness and business performance.
Training Delivery, Facilitation & Nesting Execution

Facilitate live and virtual learning sessions using adult learning best practices, including storytelling, scenario-based learning, simulations, and practice-based assessments.
Deliver hands-on nesting experiences that function as guided performance labs, leveraging scenario-based practice and AI-enabled tools to increase feedback speed and learner throughput.
Leverage the LMS and scalable digital learning workflows to support high-velocity onboarding, including running concurrent cohorts and maintaining consistent learner outcomes at scale.
Design and deliver targeted upskilling and refresher training based on performance trends, operational changes, and emerging customer needs.
AI-Enabled Training Delivery & Scalable Learning Operations

Leverage AI-assisted tools and eLearning assets to increase training throughput and capacity while maintaining high-quality learner outcomes.
Use learner performance signals from training activities (exercises, scenario performance, QA trends) to personalize reinforcement and reduce early-tenure risk.
Apply strong judgment and quality controls when using AI-assisted content, coaching prompts, or practice scenarios to ensure accuracy and alignment with Quince CX standards.
proactively adjust support based on performance data and individual needs
Reinforce key behaviors through post-training follow-ups, calibration moments, and targeted reinforcement activities.
Partner with QA and Operations to identify recurring performance gaps and translate them into coaching and reinforcement priorities.




Content Iteration & Regional Enablement Support

Customize facilitator materials, practice scenarios, and reinforcement activities to meet cohort needs and address emerging performance trends.
Contribute to training content improvements and regional enhancements in partnership with Learning Experience Design and Knowledge Management, flexing build work based on facilitation schedules and business needs.
Partner with Learning Experience Design and Knowledge Management to implement content updates and regional enhancements, flexing build work based on facilitation schedules and business needs.
Provide structured feedback from live training and nesting observations to inform content updates, pathway improvements, and future training builds.
Performance & Continuous Improvement

Recommend improvements with supporting data and prioritize by business impact (CSAT, DSAT, attrition, compliance risk, time-to-proficiency)
Pilot and test new facilitation approaches, tools, and formats to improve engagement, personalization, and scalability; Translate performance insights into curriculum improvements (e.g., Bachelor’s degree or equivalent experience
At least 4-6 years of experience in customer experience training or learning roles
Demonstrated ability to leverage learning technology and AI-assisted tools to increase training throughput and capacity while maintaining quality
Experience creating and updating training materials across formats (eLearning/WBT, microlearning, reinforcement activities, job aids)
Strong data literacy, with the ability to interpret performance signals (QA, CSAT/DSAT, time-to-proficiency) and apply insights to improve learner outcomes
Travel: Up to 25% to support onboarding cohorts and training initiatives across global offices; facilitate in-person sessions and cross-regional training alignment as required.
Global mindset: experience with regional compliance, product variations, or market-specific training
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, and local laws.
Quince is committed to providing reasonable accommodations to qualified individuals with disabilities. Quince will conduct background checks in compliance with applicable federal, state, and local laws.
Interview and assessment records (notes, scores, test results)




Communication records between you and our recruitment team
Sensitive personal information such as ethnicity, sexual orientation, gender identity, disability or health information (provided voluntarily for equal opportunities monitoring or reasonable adjustments, and processed only with your explicit consent or where required by law)
From recruitment agencies (where you have been referred)
From publicly available sources (such as professional networking sites)
in connection with or in anticipation of a contract - for example, to process your application, communicate with you about your application, and if successful, to prepare your employment contract;
to comply with a legal obligation - for example, to carry out right-to-work checks or to comply with regulatory requirements;
To conduct interviews, tests, and assessments and evaluate the results
To improve our recruitment processes and careers portal
Where we process special category data (such as diversity monitoring information or disability and adjustment requests), we do so only with your explicit consent or where necessary for reasons of substantial public interest.
Applicant tracking system and recruitment platform providers
Cloud hosting and infrastructure providers
Employer of record providers (where a role requires local employment in the UK or EU)
Recruitment agencies (where applicable)
Video interviewing and assessment platform providers
All third-party service providers processing data on our behalf are bound by data processing agreements and are required to implement appropriate security measures.
We do not sell your personal data to any third party.
International transfers of your personal data
Last Brand Inc is headquartered in the United States. The United States has not received a general adequacy decision, so we use appropriate safeguards for transfers of your personal information to the US and other countries without an adequacy decision.
Where providers are certified under the EU-US Data Privacy Framework, we may rely on that as an additional safeguard. For transfers from the UK, we rely on the UK International Data Transfer Agreement or the UK Addendum to the EU SCCs. We will retain your personal information for as long as is necessary to fulfill the purposes we collected it for, including to satisfy any legal requirements or to establish, exercise, or defend legal claims, or where we have a legitimate interest. We will typically retain your data for no longer than 12 months. We will comply unless we have a lawful basis to continue processing it, for example to comply with a legal obligation or to establish, exercise, or defend legal claims.
Transfer of your personal information to another organisation (data portability)
Withdraw your consent at any time where consent is the legal basis
If you have any questions about this Notice, about the way we process your personal data, or if you wish to exercise any of your rights, please contact us at
#

📌 CX Learning and Development Specialist (Bellprat)
🏢 Quince
📍 Bellprat