Customer Experience Specialist

Help Us Launch a New Customer Experience in Canada

Are you a trailblazer ready to make an impact? Quince is officially launching in Canada, and we need talented, bilingual professionals to help us build a world-class customer experience from the ground up.

This is an in-office role, giving you a unique opportunity to use your skills and passion to directly influence our success. Join our inaugural team and become a foundational part of our story, helping to define the standards for a brand-new market.

We are looking for someone who is not just seeking a job, but a long-term home where you can grow, learn, and contribute to a mission-driven team.

What You'll Do

• Use your critical thinking and empathy to troubleshoot and resolve Canadian customer concerns, turning potential negative experiences into positive ones.
• Build lasting customer loyalty by providing personalized support that leaves a great impression, while adapting quickly to diverse needs and offering effective, tailored solutions.
• Navigate multiple systems and handle multiple inquiries simultaneously, ensuring a world-class and efficient customer experience.
• Identify recurring customer issues or trends and provide feedback to improve both the customer experience and internal processes.
• Ensure consistent achievement of key performance metrics, including CSAT (Customer Satisfaction), customer retention, response time, and productivity.

Who You Are

• People-first person with an intuitive understanding of the Canadian customer experience.
• You care deeply about solving problems and turning a potentially frustrating situation into a positive and memorable interaction.
• Successfully demonstrated world-class communication skills, showcasing empathy and rigor while providing clear, concise, and helpful information to Canadian customers.
• You possess an exceptional ability to multi-task and maintain focus in a high-volume, dynamic work environment.
• A self-starter who is comfortable working remotely and can thrive in a distraction-free setting.
• Flexible and available to work weekends and key holidays as needed, including November and December.
• Curious and have a growth mindset, willing to embrace feedback and challenge to accelerate your learning.
• A collaborative team player, eager to provide and receive feedback to improve performance.
• Resourceful and adaptable, finding creative solutions to problems when needed.

• Competitive Pay that Grows With You: Start at $24 CAD/hour, increasing to $25 CAD/hour after successfully passing the 90-day introductory period.
• Extra Earning Power: Earn up to $1,300 CAD each month in performance-based bonus pay.
• We Invest In You: 3-week paid training and a thoughtful onboarding experience to set you up for success.
• Set Schedule, Guaranteed Hours: You'll know your schedule ahead of time and receive a reliable paycheck.
• Comprehensive Benefits: Hospital Coverage, Paramedical, Dental, Vision & Prescription, Virtual Healthcare, Life and Disability Coverage, and more.
• Refer Your Friends: Earn a bonus when your referrals join the team.

• High School diploma or GED equivalent.
• Must be comfortable commuting to our Toronto office.
• Minimum 2 years of Customer Service experience, including direct experience servicing Canadian customers.
• Proven ability to manage time and prioritize tasks effectively in a remote, team-oriented environment.
• Proven track record of handling high-volume Canadian customer inquiries across multiple digital channels (phone, email, chat).
• Extensive experience in a role where resolving customer issues and problem-solving for Canadian customers was a core responsibility.
• Proven ability to write and communicate with clarity, professionalism, and attention to detail when interacting with Canadian customers across multiple channels.

Note: Every Customer Experience Specialist has a 90-day introductory period, and successful completion is required. Candidates within 50 km of Toronto must work on-site four (4) days per week; candidates beyond 50 km are eligible for remote work.