About the role
Who you are
- People-first person with an intuitive understanding of the Canadian customer experience
- You care deeply about solving problems and turning a potentially frustrating situation into a positive and memorable interaction
- Successfully demonstrated world-class communication skills, showcasing empathy and rigor while providing clear, concise, and helpful information to Canadian customers
- You possess an exceptional ability to multi-task and maintain focus in a high-volume, dynamic work environment
- A self-starter who is comfortable working remotely and can thrive in a distraction-free setting
- Flexible and available to work weekends and key holidays as needed, including November and December
- Curious and have a growth mindset, willing to embrace feedback and challenge to accelerate your learning
- A collaborative team player, eager to provide and receive feedback to improve performance
- Resourceful and adaptable, finding creative solutions to problems when needed
- High School diploma or GED equivalent
- Bilingual in French and English
- Minimum 2 years of Customer Service experience, including direct experience servicing Canadian customers
- Proven ability to manage time and prioritize tasks effectively in a remote, team-oriented environment
- Proven track record of handling high-volume Canadian customer inquiries across multiple digital channels (phone, email, chat)
- Extensive experience in a role where resolving customer issues and problem-solving for Canadian customers was a core responsibility
- Proven ability to write and communicate with clarity, professionalism, and attention to detail when interacting with Canadian customers across multiple channels
- Reliable high-speed internet with a minimum download speed of 75+ Mbps and upload speed of 10+ Mbps
- Every Customer Experience Specialist has a 90-day introductory period, and successful completion is required
What the job involves
- Are you a trailblazer ready to make an impact? Quince is officially launching in Canada, and we need talented, bilingual professionals to help us build a world-class customer experience from the ground up
- Use your critical thinking and empathy to troubleshoot and resolve Canadian customer concerns, turning potential negative experiences into positive ones
- Build lasting customer loyalty by providing personalized support that leaves a great impression, while adapting quickly to diverse needs and offering effective, tailored solutions
- Navigate multiple systems and handle multiple inquiries simultaneously, ensuring a world-class and efficient customer experience
- Identify recurring customer issues or trends and provide feedback to improve both the customer experience and internal processes
- Ensure consistent achievement of key performance metrics, including CSAT (Customer Satisfaction), customer retention, response time, and productivity
About Quince
Quince is an affordable luxury brand that sells high-quality fashion and home goods at radically low prices— direct from the factory floor. The company has pioneered a manufacturer-to-consumer (M2C) retail model in which factories produce inventory on a near just-in-time basis and ship their goods directly to consumers' doorsteps, cutting out financial and environmental waste. Quince is headquartered in San Francisco, CA and partners with more than 50 top manufacturers around the world.
Most recently, Quince completed a $77 million Series B upround raise. The investment was led by Wellington Management with participation from GGV Capital, and continuing participation from Basis Set Ventures, Insight Partners, Lugard Road, and 8VC.
Visit Quince at quince.com or on Instagram at @onequince.
About the role
Who you are
- People-first person with an intuitive understanding of the Canadian customer experience
- You care deeply about solving problems and turning a potentially frustrating situation into a positive and memorable interaction
- Successfully demonstrated world-class communication skills, showcasing empathy and rigor while providing clear, concise, and helpful information to Canadian customers
- You possess an exceptional ability to multi-task and maintain focus in a high-volume, dynamic work environment
- A self-starter who is comfortable working remotely and can thrive in a distraction-free setting
- Flexible and available to work weekends and key holidays as needed, including November and December
- Curious and have a growth mindset, willing to embrace feedback and challenge to accelerate your learning
- A collaborative team player, eager to provide and receive feedback to improve performance
- Resourceful and adaptable, finding creative solutions to problems when needed
- High School diploma or GED equivalent
- Bilingual in French and English
- Minimum 2 years of Customer Service experience, including direct experience servicing Canadian customers
- Proven ability to manage time and prioritize tasks effectively in a remote, team-oriented environment
- Proven track record of handling high-volume Canadian customer inquiries across multiple digital channels (phone, email, chat)
- Extensive experience in a role where resolving customer issues and problem-solving for Canadian customers was a core responsibility
- Proven ability to write and communicate with clarity, professionalism, and attention to detail when interacting with Canadian customers across multiple channels
- Reliable high-speed internet with a minimum download speed of 75+ Mbps and upload speed of 10+ Mbps
- Every Customer Experience Specialist has a 90-day introductory period, and successful completion is required
What the job involves
- Are you a trailblazer ready to make an impact? Quince is officially launching in Canada, and we need talented, bilingual professionals to help us build a world-class customer experience from the ground up
- Use your critical thinking and empathy to troubleshoot and resolve Canadian customer concerns, turning potential negative experiences into positive ones
- Build lasting customer loyalty by providing personalized support that leaves a great impression, while adapting quickly to diverse needs and offering effective, tailored solutions
- Navigate multiple systems and handle multiple inquiries simultaneously, ensuring a world-class and efficient customer experience
- Identify recurring customer issues or trends and provide feedback to improve both the customer experience and internal processes
- Ensure consistent achievement of key performance metrics, including CSAT (Customer Satisfaction), customer retention, response time, and productivity
About Quince
Quince is an affordable luxury brand that sells high-quality fashion and home goods at radically low prices— direct from the factory floor. The company has pioneered a manufacturer-to-consumer (M2C) retail model in which factories produce inventory on a near just-in-time basis and ship their goods directly to consumers' doorsteps, cutting out financial and environmental waste. Quince is headquartered in San Francisco, CA and partners with more than 50 top manufacturers around the world.
Most recently, Quince completed a $77 million Series B upround raise. The investment was led by Wellington Management with participation from GGV Capital, and continuing participation from Basis Set Ventures, Insight Partners, Lugard Road, and 8VC.
Visit Quince at quince.com or on Instagram at @onequince.