- 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

- 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

- 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





- 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

- Every Customer Experience Specialist has a 90-day introductory period, and successful completion is required- If you are motivated by impact, growth, and purpose, you will find a robust sense of belonging at Quince

- Adaptability: Thrives amid change while maintaining calm and consistency

- Ownership: Takes full responsibility for outcomes and anticipates customer needs

- Empathy & Brand Ambassadorship: Builds loyalty through warm, polished, and authentic interactions

- Digital Intelligence: Comfortable adopting new tools to enhance service

- Dedicated, quiet workspace and reliable high-speed internet (75+ Mbps download / 10+ Mbps upload)

- Proven ability to build relationships and resolve issues effectively in a remote environment while communicating clearly and professionally

- Minimum 2 years of customer service experience

- High School diploma or GED

- Bilingual in French and English

📌 Customer Experience Specialist (Retention Specialist, French Bilingual) (Toronto)
🏢 Quince
📍 Toronto