Customer Experience Specialist

The Role

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.

What You’ll Do

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.

What You Bring

Digital Intelligence (AI-Ready Mindset) - Comfortably adopts new tools; uses technology to enhance service quality and insight. Curious, data-aware and adaptable

Exception Mastery: Applies calm, fair judgement under pressure; protects brand integrity while keeping the customer relationship intact.

Ownership & Accountability: Takes full responsibility for outcomes - not just tickets. Anticipates customer needs, communicates proactively and follows through completely.

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.

Adaptability: Thrives amid change. Quickly absorves new products, tools, and policies while maintaining consistency and calm.

Where You’ll Grow

High-performing Associates can grow in several directions:

Specialist Tracks: Category Expert (Home, Jewelry, Health/Wellness)

Leadership Tracks: Senior Associate → Team Lead → CX Manager

Enablement Tracks: Quality & Training or Workforce Management

Every path begins with mastering the art of creating confidence through care — the hallmark of Quince CX.

Why You’ll Love Working Here

Purpose with Impact: Your work directly shapes customer loyalty and repeat business.

Culture of Ownership: We trust you to make decisions that reflect empathy and excellence.

Continuous Growth: Learn fast in a culture that blends startup agility with luxury-brand standards.

A Brand to Believe In: Beautiful products, transparent pricing, and customers who love them.

Requirements

High School diploma or GED

Minimum 2 years of customer service experience

This is a hybrid role with a 5-day work week that includes weekend days. Employees will work onsite 4 days a week after training.

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

Compensation & Benefits

$24 CAD/hour  with tenure based increases

Up to $1,300 CAD/month performance bonus

3-week paid training and onboarding

Set schedule with guaranteed hours

Hospital coverage, Paramedical, Dental, Vision & Prescription, Virtual Healthcare, Life and Disability, 401K and more.

This posting is for an existing vacancy.

All posted ranges are reflective of base salary and may vary depending upon experience level and location. Bonus and equity may also be provided for eligible roles.

Pay Range

$24—$24 CAD