Head of Customer Care, Quince
Canada
Affordable luxury fashion and home goods brand
Open for applications
Affordable luxury fashion and home goods brand
201-500 employees
Open for applications
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
- +10 years proven experience in building and scaling customer care operations
- Strong understanding of the Canadian market and customer service expectations
- Excellent leadership skills and team management skills
- Strong communication and interpersonal skills
- Ability to analyze data and metrics to track performance and identify areas for improvement
- Experience with customer service software and tools
- Ability to thrive in a fast-paced and dynamic environment
- Bachelor's degree in Business, Communications, or a related field (or equivalent experience)
What the job involves
- Quince is a retail and technology company co-founded by a team that has extensive experience in retail, technology and building early stage companies
- You’ll work with a team of world-class talent from Stanford GSB, Google, D.E. Shaw, Stitch Fix, Urban Outfitters, Wayfair, McKinsey, Nike etc
- The Head of Customer Care will be responsible for building and scaling customer care operations in Canada, ensuring localized solutions that drive superior service and customer retention
- This role involves developing and managing a high-performing customer care team, implementing efficient processes, and continuously improving the customer experience
- Success in this position means achieving high customer satisfaction, increasing customer loyalty, and optimizing operational efficiency
- Build and scale customer care operations in Canada, adapting strategies to the local market
- Develop and implement customer care policies, procedures, and standards
- Recruit, train, and manage a high-performing customer care team
- Ensure localized solutions to meet the unique needs of Canadian customers
- Monitor customer interactions and feedback to identify areas for improvement
- Analyze customer care data and metrics to track performance and identify trends
- Develop strategies to increase customer satisfaction and retention
- Collaborate with other departments to resolve customer issues and improve the overall customer experience
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
- Offers are merit-based, communicated verbally, and followed up in writing
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 (1 round)
May 2023
$77m
SERIES B
Total funding: $77m
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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