Customer Experience Specialist – French Bilingual (Canada-Remote)

OUR STORY 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 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. Help Us Launch a New Customer Experience in Canada Are you a trailblazer ready to make an impact? Quince is officially launching in Canada, and we need talented, bilingual professionals to help us build a world-class customer experience from the ground up. If you live more than 50 kilometers outside of Toronto, this role is remote—giving you a unique opportunity to use your skills and passion to directly influence our success. Join our inaugural team and become a foundational part of our story, helping to define the standards for a brand-new market. We are looking for someone who is not just seeking a job, but a long-term home where you can grow, learn, and contribute to a mission-driven team. What You’ll Do Use your critical thinking and empathy to troubleshoot and resolve Canadian customer concerns, turning potential negative experiences into positive ones. Build lasting customer loyalty by providing personalized support that leaves a great impression, while adapting quickly to diverse needs and offering effective, tailored solutions. Navigate multiple systems and handle multiple inquiries simultaneously, ensuring a world-class and efficient customer experience. Identify recurring customer issues or trends and provide feedback to improve both the customer experience and internal processes. Ensure consistent achievement of key performance metrics, including CSAT (Customer Satisfaction), customer retention, response time, and productivity. Who You Are People-first person with an intuitive understanding of the Canadian customer experience. You care deeply about solving problems and turning a potentially frustrating situation into a positive and memorable interaction. Successfully demonstrated world-class communication skills, showcasing empathy and rigor while providing clear, concise, and helpful information to Canadian customers. You possess an exceptional ability to multi-task and maintain focus in a high-volume, dynamic work environment. A self-starter who is comfortable working remotely and can thrive in a distraction-free setting. Flexible and available to work weekends and key holidays as needed, including November and December. Curious and have a growth mindset, willing to embrace feedback and challenge to accelerate your learning. A collaborative team player, eager to provide and receive feedback to improve performance. Resourceful and adaptable, finding creative solutions to problems when needed. What You’ll Get Competitive Pay that Grows With You: Start at $24 CAD/hour, increasing to $25 CAD/hour after successfully passing the 90-day introductory period. Extra Earning Power: Earn up to $1,300 CAD each month in performance-based bonus pay. We Invest In You: 3-week paid training and a thoughtful onboarding experience to set you up for success. Set Schedule, Guaranteed Hours: You’ll know your schedule ahead of time and receive a reliable paycheck. Comprehensive Benefits: Hospital Coverage, Paramedical, Dental, Vision & Prescription, Virtual Healthcare, Life and Disability Coverage, and more. Refer Your Friends: Earn a bonus when your referrals join the team. Requirements to Apply High School diploma or GED equivalent. Bilingual in French and English. Minimum 2 years of Customer Service experience, including direct experience servicing Canadian customers. Proven ability to manage time and prioritize tasks effectively in a remote, team-oriented environment. Proven track record of handling high-volume Canadian customer inquiries across multiple digital channels (phone, email, chat). Extensive experience in a role where resolving customer issues and problem-solving for Canadian customers was a core responsibility. Proven ability to write and communicate with clarity, professionalism, and attention to detail when interacting with Canadian customers across multiple channels. Technical Requirements (for remote workers): Reliable high-speed internet with a minimum download speed of 75+ Mbps and upload speed of 10+ Mbps. Note: Every Customer Experience Specialist has a 90-day introductory period, and successful completion is required. Candidates within 50 km of Toronto must work on-site four (4) days per week; candidates beyond 50 km are eligible for remote work. 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 [email protected]. 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.