Customer Experience Specialist

The Role
Be the human heartbeat behind Quince. You'll connect with customers across chat, email, phone, and social channels — delivering thoughtful service, timeless quality, and trust in every interaction.

What You'll Do

• Own each customer interaction from start to finish, ensuring clarity, care, and confidence.
• Resolve issues with empathy, turning challenges into positive experiences.
• Navigate tools efficiently while keeping the human touch.
• Share insights and recurring patterns to help improve the experience.
• Become a product expert to guide customers authentically.

What Success Looks Like

• CSAT ≥ 4.8/5
• First-Contact Resolution ≥ 80%
• QA Score ≥ 95%
• Meets SLAs (chat ≤ 60s, email ≤ 4h, phone ASA ≤ 60s)
• Contributes at least one actionable improvement per month

What You Bring

• Digital Intelligence: Comfortable adopting new tools to enhance service.
• Empathy & Brand Ambassadorship: Builds loyalty through warm, polished, and authentic interactions.
• Ownership: Takes full responsibility for outcomes and anticipates customer needs.
• Adaptability: Thrives amid change while maintaining calm and consistency.

Growth Opportunities

• Specialist Tracks: Category Expert (Home, Jewelry, Health/Wellness)
• Leadership Tracks: Senior Associate → Team Lead → CX Manager
• Enablement Tracks: Quality & Training or Workforce Management

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

Compensation & Benefits

• $23 CAD per hour starting, $24 CAD hour after 90 days
• Up to $1,300 CAD month performance bonus
• week paid training and onboarding
• Set schedule with guaranteed hours
• Hospital coverage, Paramedical, Dental, Vision & Prescription, Virtual Healthcare, Life and Disability, 401K and more.
• Referral bonuses of up to $1,

• High School diploma or GED
• Minimum 2 years of customer service experience
• Proven ability to build relationships and resolve issues effectively in a remote environment while communicating clearly and professionally
• Candidates within 50 km of Toronto must work on-site five (5) days per week.

Note: Every Customer Experience Specialist has a 90-day introductory period, and successful completion is required.