Remote Customer Experience Specialist - Retention Specialist (French Bilingual,

ABOUT QUINCE

Founded in 2018, Quince was built to challenge the idea that nice things have to cost a lot. Our mission is simple: to make really high quality essentials for really low prices, produced fairly and sustainably. We believe everyone deserves exceptional craftsmanship and timeless design without the traditional markups. Quince is a direct‑to‑consumer (DTC) model that cuts out middlemen and leverages just‑in‑time manufacturing to minimize waste and maximize value.
Mission and Values

Customer First: We prioritize customer satisfaction in every decision.
High Quality: True quality means premium materials and rigorous production standards you can feel good about.
Essential Design: We focus on timeless, functional essentials instead of chasing trends.
Always a Better Deal: Innovation and transparency ensure value for both customers and partners.
Social & Environmental Responsibility: We commit to sustainable materials, ethical production, and fair wages.
OUR TEAM AND SUCCESS

At Quince, you will be part of a high‑performing team that is redefining what quality, value, and sustainability mean in modern retail. We are a destination for builders, innovators, and operators to come together and challenge the status quo. Our collective ambition is bold. We are creating an entirely new category and customer experience – one that democratizes luxury and provides high quality products at radically low prices. That mission demands a world‑class team committed to excellence. If you are motivated by impact, growth, and purpose, you will find a strong sense of belonging at Quince.
THE ROLE

Bilingual Customer Experience Specialist – Retention Specialist
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.
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.
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

$25 CAD per hour starting, $26 CAD hour after 90 days
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.
Referral bonuses of up to $1,000.
Qualifications

Required:
High School diploma or GED
Bilingual in French and English
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
Dedicated, quiet workspace and reliable high‑speed internet (75+ Mbps download / 10+ Mbps upload)
Note: Every Customer Experience Specialist has a 90‑day introductory period, and successful completion is required. Candidates within 50 km of Toronto must work on‑site five (5) days per week; candidates beyond 50 km are eligible for work from home.
EQUAL PROSPECT & HIRING INTEGRITY

Quince provides equal employment opportunities to all employees and applications for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran or military status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. Quince is committed to providing reasonable accommodations to qualified individuals with disabilities. If you need a reasonable accommodation to complete your application or to perform the essential functions of a role at Quince, please let us know by completing this accommodation form. We review all requests individually and will work with you to determine appropriate accommodations on a case‑by‑case basis.
Employment Conditions

Employment is contingent upon successful completion of a background check. Quince will conduct background checks in compliance with applicable federal, state, and local laws.

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