Customer Experience Specialist

ABOUT QUINCE Quince is a destination for builders, creators, innovators, and operators who want to come together and challenge the status quo. Our mission is simple: make really high quality essentials for really low prices, fairly and sustainably. We deliver on that mission through a unique manufacturer-to-consumer (M2C) model eliminating the layers of traditional retail that add cost and result in consumers paying more than they need to. We find, build relationships with, and work directly with the manufacturing partners behind some of the world’s finest products. From there, our teams design smart, efficient operational processes and build and deploy proprietary technology, AI, and analytics to help us scale fast. What began with a small assortment of elevated basics has quickly grown into a cross-category brand spanning apparel, accessories, home goods, and more. Today, tens of millions of people across a growing number of countries come – and return – to Quince because they trust us to deliver. OUR CULTURE Quince is a culture built for builders by builders. Our way of working starts with a blank sheet of paper. We question conventional thinking, use technology and data to uncover new opportunities, and move quickly to turn ideas into reality. We aren’t interested in replicating how others do retail. We’re building a better way – at a speed and scale unlike anything that’s been done before. • We dream big and chase the hard problems others shy away from. Rejecting long-held assumptions is part of our company's DNA. Where conventional wisdom says you have to choose – soft or durable, speed or rigor, quality or price – we ask why that trade-off has to exist in the first place. • Our pace is fast and the bar is high because our customers expect a lot from us and we refuse to let them down. We believe the best results come from challenging ourselves, learning from one another, and building on each other's strengths. • Here, responsibility is not determined by role, tenure, or seniority. Every team member - no matter their level - has the opportunity to drive our business and shape our trajectory. If you’re someone who likes to imagine new possibilities and build better systems rather than plug-in to outdated ones, Quince is the place for you. The Role As a Customer Experience Specialist, you’ll be the human heartbeat behind the Quince brand. You’ll represent Quince across chat, email, phone, and social channels — balancing grace, precision, and care in every interaction. You’ll make each conversation an extension of our promise: thoughtful service, timeless quality, and lasting customer relationships built on trust. This position requires you to work from our Toronto office weekly. What You’ll Do • Own the full customer experience. Take responsibility for each interaction from start to finish — ensuring every customer feels seen, cared for, and confident in their purchase. • Deliver exceptional, brand-aligned service across chat, email, phone, and social channels. Your tone should mirror the same attention to detail and refinement as our products. • Resolve with empathy and intention. When something doesn’t go as planned, you’ll handle it gracefully — finding solutions that feel fair, human, and true to the Quince experience — with the goal of turning every resolution into a reason for the customer to shop with Quince again. • Use modern tools with intention. Navigate our service platforms smoothly, using available resources to find answers quickly and keep customers informed — without losing the human touch. • Share what you notice. When you see recurring questions, friction points, or opportunities to make things easier, raise them — every voice helps us improve. • Become a product expert. Learn our materials, fits, and care details inside and out so you can guide customers with confidence and authenticity. • Bring calm to the unexpected. During busy moments or when things shift suddenly, you’ll steady the experience with clear communication and genuine care. What Success Looks Like • You excel across four core areas: • Customer Experience — Customers feel heard and confident in your solutions. You build trust through genuine empathy and solid product knowledge. • Efficiency — You work at pace while maintaining quality. You hit response time targets and manage your workload intelligently. • Accuracy — You provide precise guidance. You own the quality of what you communicate and continuously expand your product expertise. • Productivity — You consistently deliver strong volume without cutting corners. What You Bring • Digital Intelligence (AI-Ready Mindset) - Comfortably adopts new tools; uses technology to enhance service quality and insight. Curious, data-aware and adaptable • Exception Mastery: Applies calm, fair judgement under pressure; protects brand integrity while keeping the customer relationship intact. • Ownership & Accountability: Takes full responsibility for outcomes - not just tickets. Anticipates customer needs, communicates proactively and follows through completely. • Empathy as a Strategy (+Brand Ambassadorship): Creates emotional continuity, not one-off satisfaction. Represents the Quince brand with warmth, polish, and authenticity - turning service into loyalty. • Adaptability: Thrives amid change. Quickly absorves new products, tools, and policies while maintaining consistency and calm. Where You’ll Grow High-performing Associates can grow in several directions: • Specialist Tracks: Category Expert (Home, Jewelry, Health/Wellness) • Leadership Tracks: Senior Associate → Team Lead → CX Manager • Enablement Tracks: Quality & Training or Workforce Management Every path begins with mastering the art of creating confidence through care — the hallmark of Quince CX. Why You’ll Love Working Here • Purpose with Impact: Your work directly shapes customer loyalty and repeat business. • Culture of Ownership: We trust you to make decisions that reflect empathy and excellence. • Continuous Growth: Learn fast in a culture that blends startup agility with luxury-brand standards. • A Brand to Believe In: Beautiful products, transparent pricing, and customers who love them. Requirements • High School diploma or GED • Minimum 2 years of customer service experience • This is a hybrid role with a 5-day work week that includes weekend days. Employees will work onsite 4 days a week after training. • Schedule options are as follows: • 9am - 6pm EST on Sun, Mon, Thurs, Fri, Sat • 9am - 6pm EST on Sun, Mon, Tues, Fri, Sat • 9am - 6pm EST on Sun, Mon, Tues, Wed, Thurs • 9am - 6pm EST on Tues, Wed, Thurs, Fri, Sat Compensation & Benefits • $24 CAD/hour with tenure based increases • Up to $1,300 CAD/month performance bonus • 3-week paid training and onboarding • Set schedule with guaranteed hours • Hospital coverage, Paramedical, Dental, Vision & Prescription, Virtual Healthcare, Life and Disability, 401K and more. This posting is for an existing vacancy. All posted ranges are reflective of base salary and may vary depending upon experience level and location. Bonus and equity may also be provided for eligible roles. Pay Range $24—$24 CAD WHY QUINCE? Joining Quince means being part of a mission-driven team reshaping retail. You will work alongside talented colleagues, tackle meaningful challenges, and contribute to building a more sustainable, accessible future for customers and partners alike. EQUAL OPPORTUNITY & HIRING INTEGRITY 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. Quince is committed to providing reasonable accommodations to qualified individuals with disabilities. If you need a reasonable accommodation to complete your application or to perform the essential functions of a role at Quince, please let us know by completing this accommodation form. We review all requests individually and will work with you to determine appropriate accommodations on a case-by-case basis. Employment is contingent upon successful completion of a background check. Quince will conduct background checks in compliance with applicable federal, state, and local laws. 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.