Bilingual Customer Experience Specialist, Quince

Salary not provided

$24.00 CAD per hour, increases to $25.00 CAD per hour after successfully passing the 90-day introductory period + Earn up to $1,300 CAD each month in bonus pay, based on your performance

Zendesk

Junior and Mid level

Toronto

5 days a week in office

Affordable luxury fashion and home goods brand

Open for applications

Affordable luxury fashion and home goods brand

201-500 employees

B2CRetailLifestyleFashionFurnitureeCommerce

Open for applications

Salary not provided

$24.00 CAD per hour, increases to $25.00 CAD per hour after successfully passing the 90-day introductory period + Earn up to $1,300 CAD each month in bonus pay, based on your performance

Zendesk

Junior and Mid level

Toronto

5 days a week in office

201-500 employees

B2CRetailLifestyleFashionFurnitureeCommerce

Company mission

To create products of equal or greater quality than the leading luxury brands at a much lower price.

Job

Company

Role

Who you are

Our most successful Retention Specialists have prior experience in customer service - either from behind a screen or face-to-face. (Bonus points if you’ve worked with customer service software programs like Zendesk or Glady!)
Our teams use their writing skills a lot, so excellent written communication with a keen attention to detail will be key to your success here
In order to solve our customer’s (sometimes challenging!) issue or concern, you’ll often need to demonstrate your outside-the-box thinking, provide empathy and reassurance and follow-through on what you’ve promised to the customer
Associate degree or greater
Must be bilingual in English/French
2+ years of professional experience working with a computer / web-based tools
2+ years of experience working in customer service/support or job where strong writing skills are required
World-class customer service skills and emphatic approach to handling issues
Open availability and able to work weekends and key holidays, including in November & December
Comfortable and familiar with working from home and being a self-starter
Strong proficiency and willingness in handling customer support responsibilities over the phone

What the job involves

At Quince customer satisfaction is our highest priority
We obsess about delivering increasing amounts of value to the customer and aim to provide a world-class experience and service to everyone we engage with
Our Retention Specialists are critical in delivering on that mission
They problem solve, think like a customer and inspire confidence in the customer’s purchase
Our teams answer a wide-range of customer questions pertaining to product information, order status, tracking information, returns & exchanges, and more. But most importantly, they ensure our customers love Quince!
Provide best-in-class service experience for our customers while working in a fast-paced start-up environment
Virtually assist customers across all channels (phone, chat, email, and social media) across a range of topics including: shipping and tracking, returns, product details, customer account information
Multi-task to find information while communicating with customers
Proactively identify solutions to questions you anticipate in each interaction
Build long-term relationships with customers, turning potentially negative customer experiences into wonderful interactions
Maintain key metrics at or above expectations, including CSAT, customer retention, efficiency, and response time

Application process

Interviews are conducted via phone, in person, or through the approved platforms Google Meets or Zoom—never via messaging apps or other calling services
Every Retention Specialist has a 90- day introductory period, and a successful completion of the introductory period is required
Please Note: The first three weeks of employment are dedicated to mandatory training for our Retention Specialist team. Full attendance is required—no absences will be permitted during this period
Training will take place Monday through Friday, from 9:00 AM to 5:00 PM CT. After training is completed, you will receive your regular shift schedule

Our take

The rise in fast fashion has brought widespread awareness of the alarming waste of resources and the significant environmental impact caused by the industry. Recognizing these concerns, Quince is looking to address these issues and offer a more sustainable alternative to consumers.

Quince is a direct-to-consumer brand that offers high-quality products at lower prices by cutting out the middleman. The company focuses on providing wardrobe staples and home goods, with an emphasis on minimalism, simplicity, and timeless designs.

Quince works directly with factories to produce inventory on a near-just-in-time basis. By eliminating unnecessary intermediaries, Quince can streamline the supply chain and reduce financial and environmental waste. This approach allows Quince to ship goods directly to consumers' doorsteps, minimizing transportation and warehousing costs and as a result, providing customers with a more efficient and sustainable shopping experience.

Kirsty

Company Specialist at Welcome to the Jungle

Insights

Top investors

58% employee growth in 12 months

Glassdoor (3.4)

Company

Funding (last 2 of 3 rounds)

Jul 2025

$200m

LATE VC

Jan 2025

$120m

SERIES C

Total funding: $397m

Company HQ

SoMa, San Francisco, CA

Leadership

Sid Gupta

(CEO)

Graduated from Stanford University with an MBA in Finance. Previously the Founder and CEO of Lolli and Pops as well as the Director of Strategy at TechTurn.

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