Team Manager, Customer Service (Canada)

Quince · Toronto

Customer Supportposted 13mo ago

ABOUT QUINCE

Quince is a destination for builders, creators, innovators, and operators who want to come together and challenge the status quo. Our mission is simple: make really high quality essentials for really low prices, fairly and sustainably. We deliver on that mission through a unique manufacturer-to-consumer (M2C) model eliminating the layers of traditional retail that add cost and result in consumers paying more than they need to. We find, build relationships with, and work directly with the manufacturing partners behind some of the world’s finest products. From there, our teams design smart, efficient operational processes and build and deploy proprietary technology, AI, and analytics to help us scale fast.

What began with a small assortment of elevated basics has quickly grown into a cross-category brand spanning apparel, accessories, home goods, and more. Today, tens of millions of people across a growing number of countries come – and return – to Quince because they trust us to deliver.

OUR CULTURE

Quince is a culture built for builders by builders. Our way of working starts with a blank sheet of paper. We question conventional thinking, use technology and data to uncover new opportunities, and move quickly to turn ideas into reality. We aren’t interested in replicating how others do retail. We’re building a better way – at a speed and scale unlike anything that’s been done before.

We dream big and chase the hard problems others shy away from. Rejecting long-held assumptions is part of our company's DNA. Where conventional wisdom says you have to choose – soft or durable, speed or rigor, quality or price – we ask why that trade-off has to exist in the first place.
Our pace is fast and the bar is high because our customers expect a lot from us and we refuse to let them down. We believe the best results come from challenging ourselves, learning from one another, and building on each other's strengths.
Here, responsibility is not determined by role, tenure, or seniority. Every team member - no matter their level - has the opportunity to drive our business and shape our trajectory.

If you’re someone who likes to imagine new possibilities and build better systems rather than plug-in to outdated ones, Quince is the place for you.

THE ROLE

Team Manager, CA Customer Service

We 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

Qualifications

Required:

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.

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.