Manager, Customer Service (Canada) at Quince

Toronto, Ontario, Canada

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Not SpecifiedCompensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Retail, TechnologyIndustries

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)
Bachelor’s degree or higher preferred

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

Skills

Customer Service

Team Management

Customer Experience

Leadership

Data Analysis

Coaching

Problem Solving

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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