Senior Customer Experience Specialist, Quince

• Strong communication skills with demonstrated ability to balance empathy with clarity across written and verbal channels
• Solid understanding of customer lifecycle (order to delivery to post-purchase support) and proactive approach to problem-solving
• Ownership mindset: take full responsibility for outcomes, not just effort; follow through completely and anticipate customer needs before they escalate
• Comfort with ambiguity and strong organizational skills; ability to make thoughtful, reasoned decisions with incomplete information
• Ability to work effectively with cross-functional partners (product, quality, ops, logistics) and know when and how to escalate appropriately
• Product-savvy orientation with genuine interest in becoming a deep expert in your category
• Builder mentality: demonstrate curiosity about root causes and willingness to identify and propose process improvements
• Prior cross-functional collaboration experience (working with product, operations, quality, or similar teams)
• Evidence of identifying recurring issues and proposing or implementing improvements
• Comfort with technology tools and willingness to adopt AI or automation thoughtfully to improve efficiency
• Background in direct-to-consumer, retail, e-commerce, or luxury goods environments
• If you are motivated by impact, growth, and purpose, you will find a strong sense of belonging at Quince

Desirable

• 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
• We're seeking a Senior Customer Experience Specialist to join our Customer Experience team in Toronto
• You'll move beyond ticket resolution to become a category authority—owning complex escalations, identifying systemic improvements, and driving operational excellence
• In this role, you'll:
• Own escalated and complex cases; recognize patterns and escalate with evidence
• Collaborate cross-functionally with product, quality, and operations
• Develop deep product expertise in your category (and flex into others as we scale)
• Ask "why" and "how do we prevent this next time?"—not just solve today's problem
• You'll drive measurable impact on customer loyalty, operational health, and team capability while positioning yourself for growth into specialization, leadership, or enablement
• Become a trusted category expert and subject matter expert for your assigned product category, serving as the go-to resource for team members, escalations, and complex customer scenarios
• Own escalated and complex customer cases with intention—handling high-impact, sensitive, or retention-risk issues (product quality, safety escalations, damage claims) with empathy and precision
• Identify and escalate trends and patterns by monitoring recurring customer feedback, product issues, and friction points; synthesize insights with supporting evidence for leadership and cross-functional partners
• Collaborate cross-functionally with product, quality, operations, and logistics teams to investigate root causes and implement lasting solutions to systemic issues; own follow-up and resolution tracking
• Build and improve processes by identifying gaps in workflows, SOPs, and documentation; propose improvements and pilot new approaches that reduce customer effort and team friction
• Handle health and safety escalations with urgency—investigate product safety concerns, adverse reactions, or quality defects thoroughly and partner with internal stakeholders on documentation and resolution
• Anticipate and communicate proactively about product updates, recalls, availability changes, and quality concerns to reduce inbound inquiries and build customer trust
• Manage complex and ambiguous situations with calm judgment, making thoughtful decisions that protect brand integrity and customer relationships when information is incomplete or priorities conflict
• Model exceptional communication across all channels (chat, email, phone, social), setting the standard for clarity, empathy, and precision that reflects Quince's attention to detail and care
• Why You’ll Love working here:
• Impactful work shaping customer loyalty
• Culture of ownership and autonomy
• Continuous growth in a fast-paced, luxury-brand environment
• Beautiful products, transparent pricing, and happy customers
• 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

• Start date for this position is Monday, August 31, 2026