Team Manager, Customer Service (Canada)

Quince • Toronto, ON

27d • CA$86,000 - CA$102,000 • Onsite

About The Position

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, High Quality, Essential Design, Always a Better Deal, Social & Environmental Responsibility. 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.

Requirements

• 4+ years of customer experience or support leadership, with at least 2 years managing high-volume customer service teams (retail or e-commerce a plus)
• Bilingual (French/English)
• Proven track record of managing on-site teams and maintaining high engagement and performance
• Strong understanding of key CX metrics and how to coach teams toward success
• Experience with CX platforms such as Zendesk, Gladly, or similar ticketing/CRM tools
• Excellent written and verbal communication skills, with a keen attention to tone and clarity
• Strong analytical skills with the ability to interpret data and translate into team actions
• Comfortable working in a fast-paced, evolving startup environment
• Weekend and holiday availability, especially during peak periods (e.g. November and December)
• Bachelor’s degree or higher preferred

Responsibilities

• Lead, manage, and develop a team of Canada-based Retention Specialists focused on delivering best-in-class service across all support channels (email, chat, phone, social).
• Drive team performance and KPIs (CSAT, response times, retention rates, QA scores) and implement action plans for continuous improvement.
• Create a culture of ownership, growth, and accountability through regular coaching, feedback, and performance reviews.
• Collaborate cross-functionally with product, logistics, and marketing to address customer pain points and provide insights to drive improvements.
• Lead initiatives that elevate the customer journey, reduce friction, and increase retention and satisfaction, e.g. support of new categories of business, category specialists, personal shoppers, VIP client support, etc.
• Assist with hiring, onboarding, and ongoing training of Retention Specialists to ensure readiness and alignment with Quince values

Benefits

• 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.
• Commitment to providing reasonable accommodations to qualified individuals with disabilities.
• Background check in compliance with applicable federal, state, and local laws.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level