Canada CX & Customer Service Lead

Quince; Toronto; On-site; CAD 86,000 - 102,000; Full time

Job summary

Quince is seeking a Team Manager for Canada Customer Service to lead a Canada-based Retention Specialists team across email, chat, phone, and social channels. You will drive performance, coach staff, and partner with product, logistics, and marketing to improve the customer journey.

You will translate insights into actions, set clear goals, and inspire teams to exceed them in a fast-paced, digital-first environment. Weekend/holiday availability is required.

Qualifications

• 4+ years of CX leadership with 2+ years managing high-volume teams.
• Proven track record of managing on-site teams and maintaining high engagement and performance.
• Strong understanding of CX metrics and coaching teams toward success.
• Experience with CX platforms such as Zendesk, Gladly, or similar tools.
• Excellent written and verbal communication skills with attention to tone and clarity.
• Strong analytical skills with ability to translate data into action.
• Comfortable in a fast-paced startup environment.
• Weekend and holiday availability during peak periods.
• Bachelor’s degree or higher preferred.

Responsibilities

• Lead, manage, and develop a Canada-based Retention Specialists team across email, chat, phone, and social channels.
• Drive team performance and KPIs (CSAT, response times, retention rates, QA scores) and implement improvement plans.
• Provide regular coaching, feedback, and performance reviews to foster growth and accountability.
• Collaborate cross-functionally with product, logistics, and marketing to address customer pain points and drive improvements.
• Lead initiatives to elevate the customer journey and retention, including new categories and VIP support.
• Assist with hiring, onboarding, and ongoing training of Retention Specialists to ensure alignment with Quince values.

Skills

CX Leadership

Team Management

Data Analysis

Coaching

Communication

Availability Weekend Holidays

Education

Bachelor’s degree

Tools

Zendesk

Gladly

CRM Tools

Job description

Quince is seeking a Team Manager for Canada Customer Service to lead a Canada-based Retention Specialists team across email, chat, phone, and social channels. You will drive performance, coach staff, and partner with product, logistics, and marketing to improve the customer journey.

You will translate insights into actions, set clear goals, and inspire teams to exceed them in a fast-paced, digital-first environment. Weekend/holiday availability is required.