[Remote] Customer Experience Specialist - Retention Specialist (French Bilingual, Canada) at Quince

Canada

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Not SpecifiedCompensation

Entry Level & New Grad, Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

Retail, E-commerce, Consumer GoodsIndustries

Requirements

French bilingual proficiency
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

Responsibilities

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
Connect with customers across chat, email, phone, and social channels — delivering thoughtful service, timeless quality, and trust in every interaction

Skills

Key technologies and capabilities for this role

Customer ServiceRetention StrategiesFrench BilingualCRMCustomer Experience

Questions & Answers

Common questions about this position

What are the key success metrics for this Customer Experience Specialist role?

Success is measured by CSAT ≥ 4.8/5, First-Contact Resolution ≥ 80%, QA Score ≥ 95%, meeting SLAs (chat ≤ 60s, email ≤ 4h, phone ASA ≤ 60s), and contributing at least one actionable improvement per month.

What is the salary or compensation for this position?

This information is not specified in the job description.

Is this Customer Experience Specialist role remote or office-based?

This information is not specified in the job description.

What is the company culture like at Quince?

Quince emphasizes a high-performing team of builders, innovators, and operators challenging the status quo, with core values including Customer First, High Quality, Essential Design, Always a Better Deal, and Social & Environmental Responsibility.

What skills or qualities make a strong candidate for this role?

Strong candidates bring Digital Intelligence for adopting new tools, empathy for resolving issues, efficiency in navigating tools while maintaining a human touch, ability to share insights for improvements, and product expertise to guide customers authentically.

Quince

Direct-to-consumer e-commerce for fashion and home essentials

About Quince

Quince offers high-quality fashion and lifestyle products through its online retail platform. The company sources its products directly from manufacturers worldwide, which allows it to provide premium items at lower prices compared to traditional retail stores. Quince's product range includes clothing like dresses and blouses, as well as home essentials such as bed sheets. This direct-to-consumer model appeals to a diverse customer base, from those seeking stylish clothing to those in need of quality home goods. Quince differentiates itself from competitors by eliminating middlemen, ensuring affordability without compromising on quality. The company's goal is to make luxury accessible to everyone while fostering a community of satisfied customers who share their experiences on social media.

San Francisco, CaliforniaHeadquarters

2018Year Founded

$74.9MTotal Funding

SERIES_BCompany Stage

Consumer Software, Consumer GoodsIndustries

201-500Employees

Benefits

Performance Bonus

Flexible Work Hours

Remote Work Options

Risks

Increased competition from brands like Italic and Everlane may dilute Quince's market share.

Challenges in maintaining product quality as Quince scales could impact customer satisfaction.

Geopolitical tensions may disrupt Quince's global sourcing and manufacturing partnerships.

Differentiation

Quince's M2C model cuts out middlemen, offering luxury at lower prices.

The company partners with over 50 top manufacturers globally for diverse product offerings.

Quince's focus on sustainability and ethical sourcing appeals to eco-conscious consumers.

Upsides

Quince's strong social media presence boosts brand visibility and customer engagement.

The global e-commerce market expansion offers Quince opportunities to reach new customers.

Rising demand for sustainable fashion aligns with Quince's responsible sourcing practices.

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