Customer Experience Specialist, Quince

Salary not provided

$23 CAD per hour starting, $24 CAD hour after 90 days + Up to $1,300 CAD month performance bonus

Junior and Mid level

Toronto

5 days a week in office

Affordable luxury fashion and home goods brand

Job no longer available

Affordable luxury fashion and home goods brand

201-500 employees

B2CRetailLifestyleFashionFurnitureeCommerce

Job no longer available

Salary not provided

$23 CAD per hour starting, $24 CAD hour after 90 days + Up to $1,300 CAD month performance bonus

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

If you are motivated by impact, growth, and purpose, you will find a strong sense of belonging at Quince
Digital Intelligence: Comfortable adopting new tools to enhance service
Empathy & Brand Ambassadorship: Builds loyalty through warm, polished, and authentic interactions
Ownership: Takes full responsibility for outcomes and anticipates customer needs
Adaptability: Thrives amid change while maintaining calm and consistency
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 within 50 km of Toronto must work on-site five (5) days per week

What the job involves

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
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
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
Growth Opportunities:
Specialist Tracks: Category Expert (Home, Jewelry, Health/Wellness)
Leadership Tracks: Senior Associate → Team Lead → CX Manager
Enablement Tracks: Quality & Training or Workforce Management
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
Every Customer Experience Specialist has a 90-day introductory period, and successful completion is required
The first three weeks of employment are mandatory training, held Monday through Friday, 9:00 AM – 6:00 PM ET. Full attendance is required—no absences will be permitted during this period

Application process

Employment is contingent upon successful completion of a background check. Quince will conduct background checks in compliance with applicable federal, state, and local laws

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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