Manager, Customer Service - Toronto - Quince

Description

Overview

Quince was started to challenge the existing idea that nice things should cost a lot. Our mission was simple: create an item of equal or greater quality than the leading luxury brands and sell them at a much lower price.

OUR VALUES

Note: The original uses emphasis for statements; content remains the same.

Customer First. Customer satisfaction is our highest priority.

High Quality. True quality is a combination of premium materials and high production standards that everyone can feel good about.

Essential design. We don't chase trends, and we don't sell everything. We're expert curators that find the very best and bring it to you at the lowest prices.

Always a better deal. Through innovation and real price transparency we want to offer the best deal to both our customers and our factory partners.

Environmentally and Socially conscious. We're committed to sustainable materials and sustainable production methods. That means a cleaner environment and fair wages for factory workers.

OUR TEAM AND SUCCESS

Quince is a retail and technology company co-founded by a team that has extensive experience in retail, technology and building early stage companies. You'll work with a team of world-class talent from Stanford GSB, Google, D.E. Shaw, Stitch Fix, Urban Outfitters, Wayfair, McKinsey, Nike etc.

THE IDEAL CANDIDATE:

The Manager, CA Customer Service is 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 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

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

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.

If you require reasonable accommodation during any part of the application or interview process, please contact We are committed to ensuring an inclusive and accessible hiring process for all candidates.

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.