Customer Experience Specialist - Retention Specialist (French Bilingual, Canada)

Quince; Canada; Hybrid; CAD 60,000 - 80,000; Full time

Job summary

A leading direct-to-consumer retail company in Canada is seeking a Customer Experience Specialist to enhance customer interactions across various channels. Candidates must be bilingual in French and English, possess a high school diploma, and have a minimum of 2 years in customer service. The position offers $25 CAD per hour starting, performance bonuses, and comprehensive health benefits. Remote work is available based on location.

Benefits

Performance bonuses up to $1,300 CAD monthly

3-week paid training

Comprehensive health coverage

Qualifications

• Bilingual in French and English.
• Minimum 2 years of customer service experience.
• Proven ability to build relationships and resolve issues effectively.

Responsibilities

• Own each customer interaction from start to finish.
• Resolve issues with empathy.
• Share insights to improve the experience.

Skills

Digital Intelligence

Empathy & Brand Ambassadorship

Ownership

Adaptability

Education

High School diploma or GED

Job description

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.

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.

The Role

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.

What You’ll

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

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.

Specialist Tracks: Category Expert (Home, Jewelry, Health/Wellness)

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

$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.

Requirements

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 remote work.

WHY QUINCE?

Joining Quince means being part of a mission-driven team reshaping retail. You will work alongside talented colleagues, tackle meaningful challenges, and contribute to building a more sustainable, accessible future for customers and partners alike.

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