THE ROLETeam Manager, CA Customer ServiceWe are seeking a natural leader with a passion for delivering exceptional customer experiences and building high-performing teams. You bring proven success in managing CX teams, ideally in a fast-paced, digital-first environment. You balance empathy and accountability, know how to motivate and coach, and thrive on solving problems creatively while ensuring consistency in service quality.
You're data-informed, but people-driven - able to translate insights into actions, set clear goals, and inspire teams to exceed them. You're tech-savvy, customer-obsessed, and love transforming challenges into opportunities.
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
QualificationsRequired:- 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
Pay Range$86,000 - $102,000 CAD
WHY QUINCE?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.
