Customer Experience Specialist

The Role

As a Customer Experience Specialist, you’ll be the human heartbeat behind the Quince brand. You’ll represent Quince across chat, email, phone, and social channels — balancing grace, precision, and care in every interaction. You’ll make each conversation an extension of our promise: thoughtful service, timeless quality, and lasting customer relationships built on trust. This position requires you to work from our Toronto office weekly.

What You’ll Do

• Own the full customer experience. Take responsibility for each interaction from start to finish — ensuring every customer feels seen, cared for, and confident in their purchase.
• Deliver exceptional, brand-aligned service across chat, email, phone, and social channels. Your tone should mirror the same attention to detail and refinement as our products.
• Resolve with empathy and intention. When something doesn’t go as planned, you’ll handle it gracefully — finding solutions that feel fair, human, and true to the Quince experience — with the goal of turning every resolution into a reason for the customer to shop with Quince again.
• Use modern tools with intention. Navigate our service platforms smoothly, using available resources to find answers quickly and keep customers informed — without losing the human touch.
• Share what you notice. When you see recurring questions, friction points, or opportunities to make things easier, raise them — every voice helps us improve.
• Become a product expert. Learn our materials, fits, and care details inside and out so you can guide customers with confidence and authenticity.
• Bring calm to the unexpected. During busy moments or when things shift suddenly, you’ll steady the experience with clear communication and genuine care.

What Success Looks Like

You excel across four core areas:

• Customer Experience — Customers feel heard and confident in your solutions. You build trust through genuine empathy and solid product knowledge.
• Efficiency — You work at pace while maintaining quality. You hit response time targets and manage your workload intelligently.
• Accuracy — You provide precise guidance. You own the quality of what you communicate and continuously expand your product expertise.
• Productivity — You consistently deliver strong volume without cutting corners.

What You Bring

• Digital Intelligence (AI-Ready Mindset) - Comfortably adopts new tools; uses technology to enhance service quality and insight. Curious, data-aware and adaptable
• Exception Mastery: Applies calm, fair judgement under pressure; protects brand integrity while keeping the customer relationship intact.
• Ownership & Accountability: Takes full responsibility for outcomes - not just tickets. Anticipates customer needs, communicates proactively and follows through completely.
• Empathy as a Strategy (+Brand Ambassadorship): Creates emotional continuity, not one-off satisfaction. Represents the Quince brand with warmth, polish, and authenticity - turning service into loyalty.
• Adaptability: Thrives amid change. Quickly absorbs new products, tools, and policies while maintaining consistency and calm.