Customer Experience Specialist, Quince
$24 CAD/hour with tenure based increases + Up to $1,300 CAD/month performance bonus
Affordable luxury fashion & home goods
Be an early applicant
Affordable luxury fashion & home goods
1001+ employees
Be an early applicant
$24 CAD/hour with tenure based increases + Up to $1,300 CAD/month performance bonus
1001+ employees
Company mission
To create products of equal or greater quality than the leading luxury brands at a much lower price.
Role
Who you are
- If you are motivated by impact, growth, and purpose, you will find a strong sense of belonging at Quince
- 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
- High School diploma or GED
- Minimum 2 years of customer service experience
- Proven ability to build relationships and resolve issues effectively in a remote environment while communicating clearly and professionally
- Candidates will work onsite in our Toronto office
What the job involves
- As a Customer Experience Associate, 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
- 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
- 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
Our take
Recently, there has been more widespread awareness of the alarming waste of resources and environmental impact caused by the fast fashion industry. Recognizing these concerns, Quince is looking to 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 middlemen. The company provides wardrobe staples and home goods, with an emphasis on minimalism, simplicity and timeless designs.
The company 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, providing a more efficient and sustainable shopping experience. This has proven very popular, allowing the company to raise significant funding, reach a valuation of $4.5 billion and expand to Canada.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
58% employee growth in 12 months
Company
Funding (last 2 of 7 rounds)
Mar 2026
$500m
SERIES E
Jul 2025
$200m
LATE VC
Total funding: $958m
Company HQ
SoMa, San Francisco, CA
Leadership
Sid Gupta
(CEO & Co-founder)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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