Team Manager, Customer Service (Canada)
Job description
About the role
We are looking for a dynamic leader who excels in creating outstanding customer experiences and fostering high-performing teams. The ideal candidate has a strong background in managing customer experience teams, particularly in fast-paced, digital environments. You will be responsible for motivating your team, solving problems creatively, and ensuring high standards of service.
Key facts
What you'll do
- Oversee and develop a team of Retention Specialists based in Canada, ensuring top-tier service across various support channels including email, chat, phone, and social media.
- Enhance team performance metrics such as customer satisfaction, response times, retention rates, and quality assurance scores, implementing strategies for ongoing improvement.
- Foster a culture of accountability and growth through regular coaching, feedback, and performance evaluations.
- Collaborate with product, logistics, and marketing teams to identify customer pain points and provide actionable insights for enhancements.
- Initiate projects that improve the customer journey, reduce obstacles, and boost retention and satisfaction, including support for new business categories and personalized services.
- Participate in the recruitment, onboarding, and continuous training of Retention Specialists to align with Quince's values and standards.
Requirements
- Minimum of 4 years in customer experience or support leadership, with at least 2 years managing high-volume customer service teams, preferably in retail or e-commerce.
- Bilingual in French and English.
- Proven experience in managing on-site teams while maintaining high levels of engagement and performance.
- Strong grasp of key customer experience metrics and the ability to coach teams towards achieving them.
- Familiarity with customer experience platforms such as Zendesk, Gladly, or other ticketing and CRM tools.
- Excellent written and verbal communication skills, with a focus on tone and clarity.
- Strong analytical abilities to interpret data and translate insights into actionable team strategies.
- Comfortable working in a fast-paced and evolving startup environment.
- Availability on weekends and holidays, particularly during peak seasons like November and December.
- A Bachelor's degree or higher is preferred.
Pay Range
$86,000 - $102,000 CAD
Why Quince?
Joining Quince means becoming part of a mission-driven team that is transforming the retail landscape. You will collaborate with talented colleagues, face meaningful challenges, and help create a more sustainable and accessible future for our customers and partners.
Equal Opportunity & Hiring Integrity
Quince is committed to providing equal employment opportunities to all applicants and employees, prohibiting discrimination and harassment of any kind based on race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by law.
Quince is dedicated to accommodating qualified individuals with disabilities. If you require assistance in completing your application or performing essential job functions, please inform us by filling out the accommodation form. We will review all requests and work with you to find suitable accommodations.
Employment is contingent upon the successful completion of a background check, conducted in compliance with applicable laws.
Security Advisory: Beware of Frauds
At Quince, we prioritize recruiting top talent who share our commitment to innovation. To protect candidates, we emphasize legitimate recruitment practices. Initial communications will be through official Quince email addresses or LinkedIn. Please be cautious of any deviations. We will not ask for personal data or sensitive information during the application process. Interviews will be conducted via phone, in person, or through approved platforms like Google Meets or Zoom, never through messaging apps. Offers will be merit-based and communicated verbally before being confirmed in writing. If you are asked for personal information to start the hiring process, it will be done securely.
About the company
Golden fruit defines a quiet genus within Rosaceae. A tree drops leaves, holding firm, scented bright fruit. Raw form brings tart bite; texture nears pear. Transformation follows through jam, dense blocks named cheese, or drinks. Harvests respect seasonal change. Work connects orchard care with careful craft. Roles suit minds valuing detail over speed. Growth happens as shared effort, steady training, clear guidance. Openings welcome those ready to learn, test methods, and protect simple, honest produce for local tables.