Team Manager, Customer Service (Canada)

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

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.

Quince is a tech company disrupting the retail industry by putting AI, analytics and automation at the center of everything we do. Our unwavering commitment to excellence and company values guide our teams and actions:

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.

Quince partners with world-class manufacturers across the globe and serves millions of customers. With strong investor backing and a focus on sustainable growth, we are a company that is rapidly scaling while maintaining a commitment to quality, simplicity, and radical price transparency.

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

Team Manager, CA Customer Service

We are seeking a natural leader with a passion for delivering exceptional customer experiences and building high-performing teams. You bring proven success in managing CX teams, ideally in a fast-paced, digital-first environment. You balance empathy and accountability, know how to motivate and coach, and thrive on solving problems creatively while ensuring consistency in service quality.

You're data-informed, but people-driven — able to translate insights into actions, set clear goals, and inspire teams to exceed them. You’re tech-savvy, customer-obsessed, and love transforming challenges into opportunities.

Responsibilities

• Lead, manage, and develop a team of Canada-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.

Qualifications

Required:

• 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

Pay Range

$86,000 - $102,000 CAD

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.

Security Advisory: Beware of Frauds

At Quince, we’re dedicated to recruiting top talent who share our drive for innovation. To safeguard candidates, Quince emphasizes legitimate recruitment practices. Initial communication is primarily via official Quince email addresses and LinkedIn; beware of deviations. Personal data and sensitive information will not be solicited during the application phase. Interviews are conducted via phone, in person, or through the approved platforms Google Meets or Zoom—never via messaging apps or other calling services. Offers are merit-based, communicated verbally, and followed up in writing. If personal information is requested to initiate the hiring process, rest assured it will be through secure and protected means.