Q
Quince
Customer Experience Specialist
Skills
AI
23 days ago
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Important information
Contract type:
Permanent
Location:
Toronto, ON, Canada
Work mode:
Onsite
Published on:
4 October 2026
What they need
- As a Customer Experience Specialist, you’ll be the human heartbeat behind the Quince brand. You’ll represent Quince across chat, email, phone, and social channels — balancing grace, precision, and care in every interaction
- You’ll make each conversation an extension of our promise: thoughtful service, timeless quality, and lasting customer relationships built on trust. This position requires you to work from our Toronto office weekly
- Own the full customer experience. Take responsibility for each interaction from start to finish — ensuring every customer feels seen, cared for, and confident in their purchase
- Deliver exceptional, brand-aligned service across chat, email, phone, and social channels. Your tone should mirror the same attention to detail and refinement as our products
- Resolve with empathy and intention. When something doesn’t go as planned, you’ll handle it gracefully — finding solutions that feel fair, human, and true to the Quince experience — with the goal of turning every resolution into a reason for the customer to shop with Quince again
- Use modern tools with intention. Navigate our service platforms smoothly, using available resources to find answers quickly and keep customers informed — without losing the human touch
- Share what you notice. When you see recurring questions, friction points, or opportunities to make things easier, raise them — every voice helps us improve
- Become a product expert. Learn our materials, fits, and care details inside and out so you can guide customers with confidence and authenticity
- Bring calm to the unexpected. During busy moments or when things shift suddenly, you’ll steady the experience with clear communication and genuine care
- What Success Looks Like
- You excel across four core areas:
- Customer Experience — Customers feel heard and confident in your solutions. You build trust through genuine empathy and solid product knowledge
- Efficiency — You work at pace while maintaining quality. You hit response time targets and manage your workload intelligently
- Accuracy — You provide precise guidance. You own the quality of what you communicate and continuously expand your product expertise
- Productivity — You consistently deliver strong volume without cutting corners
- Schedule options are as follows:
- 9am - 6pm EST on Sun, Mon, Thurs, Fri, Sat
- 9am - 6pm EST on Sun, Mon, Tues, Fri, Sat
- 9am - 6pm EST on Sun, Mon, Tues, Wed, Thurs
- 9am - 6pm EST on Tues, Wed, Thurs, Fri, Sat- Adaptability: Thrives amid change. Quickly absorves new products, tools, and policies while maintaining consistency and calm
- Empathy as a Strategy (+Brand Ambassadorship): Creates emotional continuity, not one-off satisfaction. Represents the Quince brand with warmth, polish, and authenticity - turning service into loyalty
- Digital Intelligence (AI-Ready Mindset) - Comfortably adopts new tools; uses technology to enhance service quality and insight. Curious, data-aware and adaptable
- Ownership & Accountability: Takes full responsibility for outcomes - not just tickets. Anticipates customer needs, communicates proactively and follows through completely
- Exception Mastery: Applies calm, fair judgement under pressure; protects brand integrity while keeping the customer relationship intact
- Minimum 2 years of customer service experience
- High School diploma or GED
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