Customer Experience Specialist
quince • Toronto, Canada
No Relocation
Posted: July 23, 2026
Job Description
The Role
As a Customer Experience Associate, 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.
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
- Proven ability to build relationships and resolve issues effectively in a remote environment while communicating clearly and professionally
- Candidates will work onsite in our Toronto office.
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.
Additional Content
The Role
As a Customer Experience Associate, 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.
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
- Proven ability to build relationships and resolve issues effectively in a remote environment while communicating clearly and professionally
- Candidates will work onsite in our Toronto office.
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.