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Salary: CAD 26 - 0 / hourly
Quince is a manufacturer-to-consumer (M2C) e-commerce brand delivering high-quality essentials at accessible prices across apparel, accessories, home goods, and more. The company operates in over a dozen countries and serves tens of millions of customers by eliminating traditional retail layers and leveraging proprietary technology and analytics.
As a Customer Experience Specialist (French Bilingual), you will be the frontline voice of Quince, connecting with customers across chat, email, phone, and social channels. You will own each customer interaction from start to finish, resolving issues with empathy and turning challenges into positive experiences. Your responsibilities include:
• Own each customer interaction from start to finish, ensuring clarity, care, and confidence
• Resolve issues with empathy, transforming challenges into positive experiences
• Navigate customer service tools efficiently while maintaining the human touch
• Share insights and recurring patterns to help improve the overall customer experience
• Become a product expert to guide customers authentically across Quince's product categories
You will bring digital intelligence (comfort adopting new tools), strong empathy and brand ambassadorship (building loyalty through warm, polished, authentic interactions), ownership mentality (taking full responsibility for outcomes and anticipating customer needs), and adaptability (thriving amid change while maintaining calm and consistency).
Quince offers clear growth paths: specialist tracks in category expertise (Home, Jewelry, Health/Wellness), leadership tracks (Senior Associate → Team Lead → CX Manager), and enablement tracks (Quality & Training or Workforce Management).
The company culture is built by builders for builders, emphasizing questioning conventional thinking, using data to uncover opportunities, and moving quickly to execute. Responsibility is not determined by role, tenure, or seniority—every team member has the opportunity to drive the business and shape trajectory.
Note: Candidates within 50 km of Toronto must work on-site five days per week; candidates beyond 50 km are eligible for remote work. All new hires complete a 90-day introductory period.
**Requirements:**
- High School diploma or GED
- Bilingual in French and English (both written and spoken)
- 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)
