Bilingual French Customer Experience Specialist (Canada-Remote)

ABOUT QUINCE 

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.

OUR TEAM AND SUCCESS 

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.

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.

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.

EQUAL OPPORTUNITY & HIRING INTEGRITY

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. 

Quince is committed to providing reasonable accommodations to qualified individuals with disabilities. If you need a reasonable accommodation to complete your application or to perform the essential functions of a role at Quince, please let us know by completing this accommodation form. We review all requests individually and will work with you to determine appropriate accommodations on a case-by-case basis.

Employment is contingent upon successful completion of a background check. Quince will conduct background checks in compliance with applicable federal, state, and local laws.

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.