Customer Experience Specialist

2 weeks ago

Toronto, Ontario, Canada Quince Full time

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
  • 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,
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.

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