Manager, Customer Service (Canada)
Manager, Customer Service (Canada)
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Job Description
OUR STORY
Quince was started to challenge the existing idea that nice things should cost a lot. Our mission was simple: create an item of equal or greater quality than the leading luxury brands and sell them at a much lower price.
OUR VALUES
Customer First. Customer satisfaction is our highest priority.
High Quality. True quality is a combination of premium materials and high production standards that everyone can feel good about.
Essential design. We dont chase trends and we dont sell everything. Were expert curators that find the very best and bring it to you at the lowest prices.
Always a better deal. Through innovation and real price transparency we want to offer the best deal to both our customers and our factory partners.
Environmentally and Socially conscious. Were committed to sustainable materials and sustainable production methods. That means a cleaner environment and fair wages for factory workers.
OUR TEAM AND SUCCESS
Quince is a retail and technology company co-founded by a team that has extensive experience in retail technology and building early stage companies. Youll work with a team of world-class talent from Stanford GSB Google D.E. Shaw Stitch Fix Urban Outfitters Wayfair McKinsey Nike etc.
THE IDEAL CANDIDATE:
The Manager CA Customer Service is a natural leader with a passion for delivering exceptional customer experiences and building high-performing teams. You bring proven success in managing CX teams ideally in a fast-paced digital-first environment. You balance empathy and accountability know how to motivate and coach and thrive on solving problems creatively while ensuring consistency in service quality.
Youre data-informed but people-driven able to translate insights into actions set clear goals and inspire teams to exceed them. Youre tech-savvy customer-obsessed and love transforming challenges into opportunities.
RESPONSIBILITIES:
- Lead manage and develop a team of CA-based Retention Specialists focused on delivering best-in-class service across all support channels (email chat phone social).
- Drive team performance and KPIs (CSAT response times retention rates QA scores) and implement action plans for continuous improvement.
- Create a culture of ownership growth and accountability through regular coaching feedback and performance reviews.
- Collaborate cross-functionally with product logistics and marketing to address customer pain points and provide insights to drive improvements.
- Lead initiatives that elevate the customer journey reduce friction and increase retention and satisfaction e.g. support of new categories of business category specialists personal shoppers VIP client support etc.
- Assist with hiring onboarding and ongoing training of Retention Specialists to ensure readiness and alignment with Quince values
REQUIREMENTS:
- 4 years of customer experience or support leadership with at least 2 years managing high-volume customer service teams (retail or e-commerce a plus)
- Proven track record of managing on-site teams and maintaining high engagement and performance
- Strong understanding of key CX metrics and how to coach teams toward success
- Experience with CX platforms such as Zendesk Gladly or similar ticketing/CRM tools
- Excellent written and verbal communication skills with a keen attention to tone and clarity
- Strong analytical skills with the ability to interpret data and translate into team actions
- Comfortable working in a fast-paced evolving startup environment
- Weekend and holiday availability especially during peak periods (e.g. November and December)
- Bachelors degree or higher preferred
At Quince were dedicated to recruiting top talent who share our drive for innovation. To safeguard candidates Quince emphasizes legitimate recruitment practices. Initial communication is primarily via official Quince email addresses and LinkedIn; beware of deviations. Personal data and sensitive information will not be solicited during the application phase. Interviews are conducted via phone in person or through the approved platforms Google Meets or Zoomnever via messaging apps or other calling services. Offers are merit-based communicated verbally and followed up in writing. If personal information is requested to initiate the hiring process rest assured it will be through secure and protected means.
Required Experience:
Manager
Employment Type
Full Time
