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.
🏢 About Quince
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.
🎯 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.
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.
✅ Key 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.
📌 Required 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.
