Manager, Customer Service (Canada)

Quince
Toronto
Workplace: OnsiteFull timeCAD 115,000 - 130,000 annuallyFunction: Customer Support (Service Desk)Experience: 4+ yearsEducation: bachelorsSkills: ["Communication","Leadership","Analytical","Coaching","Customer focus"]

Lead and develop a CA-based customer service team in a fast-paced, digital-first environment. Drive CX KPI performance, coach for high engagement, and collaborate cross-functionally to address customer pain points while improving retention and satisfaction. Data-informed and people-driven, you’ll translate insights into actions and coach a high-performing retention team through scalable processes.

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Quince
Quince
1 year ago

Manager, Customer Service (Canada)

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Last checked: 12 hours agoStatus: Live

Job Summary

Lead and develop a CA-based customer service team in a fast-paced, digital-first environment. Drive CX KPI performance, coach for high engagement, and collaborate cross-functionally to address customer pain points while improving retention and satisfaction. Data-informed and people-driven, you’ll translate insights into actions and coach a high-performing retention team through scalable processes.
Location: Toronto
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Manager level

Key Responsibilities

  • •Lead, manage, and develop a CA-based Retention Specialists team 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) with 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.

Pay and Benefits

Salary: CAD 115,000 - 130,000 annually

Key Requirements

  • •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)
  • •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 keen attention to tone and clarity
Experience:4+ yearsRetailE-commerce
Education:Bachelor's
Skills:CommunicationLeadershipAnalyticalCoachingCustomer focus
Languages:English
Tech Stack:ZendeskGladly

Company Brief

Quince
Quince is a direct-to-consumer brand offering affordable, high-quality apparel, home goods, and essentials—such as cashmere, basics, and home textiles—focused on transparent sourcing and value pricing for customers.
Industry: Direct to Consumer Brands
Company Size: Medium (51 to 250 employees)
Growth: Growth Stage Startup
Headquarters: San Francisco, United States
Founded: 2015
WebsiteLinkedIn