Customer Experience Specialist (Ontario, Canada)

OUR STORY Quince was started to challenge the existing idea that nice things should cost a lot. Our mission was simple: create an item of equal or greater quality than the leading luxury brands and sell them at a much lower price. OUR VALUES Customer First. Customer satisfaction is our highest priority. High Quality. True quality is a combination of premium materials and high production standards that everyone can feel good about. Essential design. We don’t chase trends, and we don’t sell everything. We’re expert curators that find the very best and bring it to you at the lowest prices. Always a better deal. Through innovation and real price transparency we want to offer the best deal to both our customers and our factory partners. Environmentally and Socially conscious. We’re committed to sustainable materials and sustainable production methods. That means a cleaner environment and fair wages for factory workers. OUR TEAM AND SUCCESS Quince is a retail and technology company co-founded by a team that has extensive experience in retail, technology and building early stage companies. You’ll work with a team of world-class talent from Stanford GSB, Google, D.E. Shaw, Stitch Fix, Urban Outfitters, Wayfair, McKinsey, Nike etc. 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, professionals to help us build a world-class customer experience from the ground up. This is an in office role with a unique opportunity to use your skills and passion to directly influence our success. Join our inaugural team, in our new Toronto office 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 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, all while ensuring a world-class and efficient customer experience. Identify recurring customer issues or trends and provide feedback to help improve 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 You are a people-first person with an intuitive understanding of the customer's experience. You deeply care about solving problems and turning a potentially frustrating situation into a positive and memorable interaction. Your communication is world-class, demonstrating both empathy and rigor in a way that provides clear, concise, and helpful information to customers. You possess an exceptional ability to multi-task and maintain focus in a high-volume, dynamic work environment. You are a self-starter who is comfortable and familiar with working remotely and can thrive in a distraction-free work environment. You are flexible and available to work weekends and key holidays as needed, including in November and December. You are curious and have a growth mindset, willing to embrace feedback and challenge to accelerate your learning. Teamwork: You are a collaborative team player, eager to provide and receive feedback to improve performance. Scrappy Mentality: You are resourceful and adaptable, finding creative solutions to problems when needed. What You’ll Get Competitive Pay that Grows With You: Start at a 22.00 CAD per hour with an increase to 23.00 CAD per hour after successfully passing the 90-day introductory period. Extra Earning Power: Earn up to 1,300 CAD each month in bonus pay, based on your performance. Great work gets recognized every month. *CAD amount is based on the current US program and USD CAD exchange rate. 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. We offer our specialists guaranteed minimum hours, set schedules, and paid time off. Comprehensive Benefits: We offer a comprehensive suite of benefits and wellness resources to support your health, including Hospital Coverage, Paramedical, Dental, Vision & Prescription, Virtual Healthcare, Life and Disability Coverage, and more. Be Part of Something New: This is a full-time remote position. Refer your friends: Refer great talent and earn a bonus when they join the team. It pays to work with people you like! Requirements to Apply High School diploma or GED equivalent. Must be Bilingual in French and English. At least 2 years of Customer Service experience, with a proven ability to manage your time and prioritize tasks in a remote or unsupervised setting. A proven track record of handling high-volume customer inquiries across multiple digital channels (phone, email, chat). Demonstrated ability to write and communicate with exceptional clarity and attention to detail. Experience in a job where a strong ability to problem-solve was a core function. Technical: A reliable, high-speed internet connection with a minimum download speed of 75+ Mbps and a minimum upload speed of 10+Mbps. Note: Every Retention Specialist has a 90- day introductory period, and a successful completion of the introductory period is required. 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. If you require reasonable accommodation during any part of the application or interview process, please contact [email protected]. We are committed to ensuring an inclusive and accessible hiring process for all candidates. 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.