Customer Service Team Manager

Join Quince, a fast-growing e-commerce company, as the Customer Service Team Manager. In this role, you will lead and develop a team of Retention Specialists, drive team performance and KPIs, and collaborate cross-functionally to address customer pain points. You should have at least 4 years of customer experience or support leadership, with a strong understanding of key CX metrics and experience with CX platforms. Bilingual (French/English) is preferred.

• Lead, manage, and develop a team of CA-based Retention Specialists focused on delivering best-in-class service across all support channels.
• Drive team performance and KPIs (CSAT, response times, retention rates, QA scores) and implement action plans for continuous improvement.
• Collaborate cross-functionally with product, logistics, and marketing to address customer pain points and provide insights to drive improvements.
• 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)
• 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)
• Excellent written and verbal communication skills, with a keen attention to tone and clarity
• Bachelor’s degree or higher preferred
• 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
• Bilingual (French/English)