Who you are
4+ years of customer experience or support leadership, with at least 2 years managing high-volume customer service teams (retail or e-commerce a plus)
Proven track record of managing in office teams and maintaining high engagement and performance
Strong understanding of key CX metrics and how to coach teams toward success
Experience with CX platforms such as Zendesk, Gladly, or similar ticketing/CRM tools
Excellent written and verbal communication skills, with a keen attention to tone and clarity
Strong analytical skills with the ability to interpret data and translate into team actions
Comfortable working in a quick-paced, evolving startup setting
Weekend and holiday availability, especially during peak periods (e.g. November and December)
Bachelor’s degree or higher preferred
Bilingual (French/English)

What the job involves
The Manager, CA Customer Service is a natural leader with a passion for delivering exceptional customer experiences and building high-performing teams. You bring proven success in managing CX teams, ideally in a fast-paced, digital-first workplace. You balance empathy and accountability, know how to motivate and coach, and thrive on solving problems creatively while ensuring consistency in service quality




You're data-informed, but people-driven — able to translate insights into actions, set clear goals, and inspire teams to exceed them. You’re tech-savvy, customer-obsessed, and love transforming challenges into opportunities
Lead, manage, and develop a team of CA-based Retention Specialists focused on delivering best-in-class service across all support channels (email, chat, phone, social)
Drive team performance and KPIs (CSAT, response times, retention rates, QA scores) and implement action plans for continuous improvement
Create a culture of ownership, growth, and accountability through regular coaching, feedback, and performance reviews
Collaborate cross-functionally with product, logistics, and marketing to address customer pain points and provide insights to drive improvements
Lead initiatives that elevate the customer journey, reduce friction, and increase retention and satisfaction, e.g. support of new categories of business, category specialists, personal shoppers, VIP client support, etc
Assist with hiring, onboarding, and ongoing training of Retention Specialists to ensure readiness and alignment with Quince values

📌 Customer Service Team Manager Toronto
🏢 Quince
📍 Toronto