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Customer Experience Specialist

3 weeks ago

Toronto, Ontario, Canada Quince Full time

ABOUT QUINCE 

Founded in 2018, Quince was built to challenge the idea that nice things have to cost a lot. Our mission is simple: to make really high quality essentials for really low prices, produced fairly and sustainably. We believe everyone deserves exceptional craftsmanship and timeless design without the traditional markups. Quince is a direct-to-consumer (DTC) model that cuts out middlemen and leverages just-in-time manufacturing to minimize waste and maximize value.

Quince is a tech company disrupting the retail industry by putting AI, analytics and automation at the center of everything we do. Our unwavering commitment to excellence and company values guide our teams and actions:

  • Customer First: We prioritize customer satisfaction in every decision.

  • High Quality: True quality means premium materials and rigorous production standards you can feel good about.

  • Essential Design: We focus on timeless, functional essentials instead of chasing trends.

  • Always a Better Deal: Innovation and transparency ensure value for both customers and partners.

  • Social & Environmental Responsibility: We commit to sustainable materials, ethical production, and fair wages.

Quince partners with world-class manufacturers across the globe and serves millions of customers. With strong investor backing and a focus on sustainable growth, we are a company that is rapidly scaling while maintaining a commitment to quality, simplicity, and radical price transparency.

OUR TEAM AND SUCCESS 

At Quince, you will be part of a high-performing team that is redefining what quality, value, and sustainability mean in modern retail. We are a destination for builders, innovators, and operators to come together and challenge the status quo. Our collective ambition is bold. We are creating an entirely new category and customer experience – one that democratizes luxury and provides high quality products at radically low prices. That mission demands a world-class team committed to excellence. 

If you are motivated by impact, growth, and purpose, you will find a strong sense of belonging at Quince.

The Role
Be the human heartbeat behind Quince. You'll connect with customers across chat, email, phone, and social channels — delivering thoughtful service, timeless quality, and trust in every interaction.

What You'll Do

  • Own each customer interaction from start to finish, ensuring clarity, care, and confidence.
  • Resolve issues with empathy, turning challenges into positive experiences.
  • Navigate tools efficiently while keeping the human touch.
  • Share insights and recurring patterns to help improve the experience.
  • Become a product expert to guide customers authentically.

What Success Looks Like

  • CSAT ≥ 4.8/5
  • First-Contact Resolution ≥ 80%
  • QA Score ≥ 95%
  • Meets SLAs (chat ≤ 60s, email ≤ 4h, phone ASA ≤ 60s)
  • Contributes at least one actionable improvement per month

What You Bring

  • Digital Intelligence: Comfortable adopting new tools to enhance service.
  • Empathy & Brand Ambassadorship: Builds loyalty through warm, polished, and authentic interactions.
  • Ownership: Takes full responsibility for outcomes and anticipates customer needs.
  • Adaptability: Thrives amid change while maintaining calm and consistency.

Growth Opportunities

  • Specialist Tracks: Category Expert (Home, Jewelry, Health/Wellness)
  • Leadership Tracks: Senior Associate → Team Lead → CX Manager
  • Enablement Tracks: Quality & Training or Workforce Management

Why You'll Love Working Here

  • Impactful work shaping customer loyalty
  • Culture of ownership and autonomy
  • Continuous growth in a fast-paced, luxury-brand environment
  • Beautiful products, transparent pricing, and happy customers

Compensation & Benefits

  • $23 CAD per hour starting, $24 CAD hour after 90 days
  • Up to $1,300 CAD month performance bonus
  • 3-week paid training and onboarding
  • Set schedule with guaranteed hours
  • Hospital coverage, Paramedical, Dental, Vision & Prescription, Virtual Healthcare, Life and Disability, 401K and more.
  • Referral bonuses of up to $1,000. 
Requirements
  • High School diploma or GED
  • Minimum 2 years of customer service experience
  • Proven ability to build relationships and resolve issues effectively in a remote environment while communicating clearly and professionally
  • Candidates within 50 km of Toronto must work on-site five (5) days per week.

Note: Every Customer Experience Specialist has a 90-day introductory period, and successful completion is required.

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.