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

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

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.

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.

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.

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.

CSAT ? 4.8 / 5

First-Contact Resolution ? 80%

QA Score ? 95%

Meets SLAs (chat ? 60s, email ? 4h, phone ASA ? 60s)

Contributes at least one actionable improvement per month

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.

Specialist Tracks : Category Expert (Home, Jewelry, Health / Wellness)

Leadership Tracks : Senior Associate ? Team Lead ? CX Manager

Enablement Tracks : Quality & Training or Workforce Management

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

$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, 401K and more.

Referral bonuses of up to $1,000.

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, quiet workspace and reliable high-speed internet (75+ Mbps download / 10+ Mbps upload)

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.

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.