If you’re the kind of person who can de-escalate a stressed customer, keep your tone warm, and still drive the conversation toward a save, this is that job. You’ll work across chat, email, phone, and social, owning issues end-to-end and protecting loyalty.
About Quince
Quince is a direct-to-consumer brand built to deliver high-quality essentials at low prices by cutting out traditional retail markups. They lean on tech, AI, analytics, and just-in-time manufacturing to reduce waste and keep pricing transparent, with a focus on sustainability and ethical production.
Schedule
- Canada, Remote
- Important: If you live within 50 km of Toronto, you must work onsite 5 days/week
- Training: 3 weeks, mandatory, Mon–Fri 9:00 AM–6:00 PM ET (no absences)
- Set schedule with guaranteed hours
- Weekends, key holidays, and overtime may be required (especially Nov/Dec)
What You’ll Do
- Handle customer conversations across chat, email, phone, and social
- Own each case from start to finish with clarity, empathy, and follow-through
- Resolve issues and turn friction into loyalty
- Use internal tools efficiently while keeping the experience human
- Spot trends and share insights to improve processes and retention
- Become a product expert so you can guide customers with confidence
What You Need
- High school diploma or GED
- Bilingual French + English (spoken and written)
- 2+ years of customer service experience
- Strong communication in a remote environment
- Quiet workspace + reliable internet (75+ Mbps down / 10+ Mbps up)
- Ability to meet performance targets tied to quality and speed
Benefits
- $25 CAD/hr starting, $26 CAD/hr after 90 days
- Up to $1,300 CAD/month performance bonus
- Paid 3-week training/onboarding
- Health coverage, paramedical, dental, vision, prescription, virtual healthcare
- Life and disability coverage
- 401K and more
- Referral bonuses up to $1,000
Performance Targets (How success is measured)
- CSAT ≥ 4.8/5
- First-Contact Resolution ≥ 80%
- QA Score ≥ 95%
- SLAs: chat ≤ 60s, email ≤ 4h, phone ASA ≤ 60s
- At least one actionable improvement per month
Happy Hunting,
~Two Chicks…