Head of Customer Care

OUR STORY

Quince was started to challenge the existing idea that nice things should cost a lot. Our mission was simple: create an item of equal or greater quality than the leading luxury brands and sell them at a much lower price. 

OUR VALUES

Customer First. Customer satisfaction is our highest priority.

High Quality. True quality is a combination of premium materials and high production standards that everyone can feel good about.

Essential design. We don’t chase trends, and we don’t sell everything.  We’re expert curators that find the very best and bring it to you at the lowest prices.

Always a better deal. Through innovation and real price transparency we want to offer the best deal to both our customers and our factory partners.  

Environmentally and Socially conscious.  We’re committed to sustainable materials and sustainable production methods. That means a cleaner environment and fair wages for factory workers.

OUR TEAM AND SUCCESS 

Quince is a retail and technology company co-founded by a team that has extensive experience in retail, technology and building early stage companies. You’ll work with a team of world-class talent from Stanford GSB, Google, D.E. Shaw, Stitch Fix, Urban Outfitters, Wayfair, McKinsey, Nike etc.

THE IDEAL CANDIDATE:

The Head of Customer Care will be responsible for building and scaling customer care operations in Canada, ensuring localized solutions that drive superior service and customer retention. This role involves developing and managing a high-performing customer care team, implementing efficient processes, and continuously improving the customer experience. Success in this position means achieving high customer satisfaction, increasing customer loyalty, and optimizing operational efficiency.

RESPONSIBILITIES: 

• Build and scale customer care operations in Canada, adapting strategies to the local market.
• Develop and implement customer care policies, procedures, and standards.
• Recruit, train, and manage a high-performing customer care team.
• Ensure localized solutions to meet the unique needs of Canadian customers.
• Monitor customer interactions and feedback to identify areas for improvement.
• Analyze customer care data and metrics to track performance and identify trends.
• Develop strategies to increase customer satisfaction and retention.
• Collaborate with other departments to resolve customer issues and improve the overall customer experience.

REQUIREMENTS:

• +10 years proven experience in building and scaling customer care operations.
• Strong understanding of the Canadian market and customer service expectations.
• Excellent leadership skills and team management skills.
• Strong communication and interpersonal skills.
• Ability to analyze data and metrics to track performance and identify areas for improvement.
• Experience with customer service software and tools.
• Ability to thrive in a fast-paced and dynamic environment.
• Bachelor's degree in Business, Communications, or a related field (or equivalent experience).

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.