Customer Experience Specialist, Quince
$23 CAD per hour starting, $24 CAD hour after 90 days + Up to $1,300 CAD month performance bonus
5 days a week in office
Affordable luxury fashion and home goods brand
Be an early applicant
Affordable luxury fashion and home goods brand
201-500 employees
Be an early applicant
$23 CAD per hour starting, $24 CAD hour after 90 days + Up to $1,300 CAD month performance bonus
5 days a week in office
201-500 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: 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
58% employee growth in 12 months
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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