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

Canada, Remote

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. 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

Bilingual Customer Experience Specialist - Retention Specialist

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.

Responsibilities

• 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

• CSAT 60; 4.8/5
• First-Contact Resolution 60; 80%
• QA Score 60; 95%
• Meets SLAs (chat 60; 60s, email 60; 4h, phone ASA 60; 60s)
• 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.

Growth Opportunities

• Specialist Tracks: Category Expert (Home, Jewelry, Health/Wellness)
• Leadership Tracks: Senior Associate 12; Team Lead 12; CX Manager
• Enablement Tracks: Quality & Training or Workforce Management

Why You9ll 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

Compensation & Benefits

• $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 insurance, 401K and more.
• Referral bonuses of up to $12C000.

Qualifications

Required:

• 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,0quiet workspace0and reliable high-speed internet (75+ Mbps download / 10+ Mbps upload)

Note: Every Customer Experience Specialist has a 90-day introductory period requiring successful completion. 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,0tackle meaningful challenges,0and contribute to building a more sustainable,0accessible future for customers0and partners alike.

EQUAL OPPORTUNITY & HIRING INTEGRITY

Quince provides equal employment opportunities to all employees0and applicants without regard to race,0color,0religion,0age,0sex,0national origin or other protected characteristics. Quince is committed to providing reasonable accommodations for qualified individuals with disabilities upon request. Employment is contingent upon successful completion of background checks compliant with applicable laws.

Security Advisory: Beware of Frauds

Initial communication is via official Quince email addresses or LinkedIn only. Personal data will not be solicited during application phase outside secure means. Interviews conducted via phone or approved platforms only (Google Meets or Zoom). Offers communicated verbally then followed up in writing through secure channels.