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Added 28 mins ago
Country Manager, Canada
CooperVision
Richmond Hill, ON
Full-time
…Reporting to the President, Americas Commercial, the Country Manager develops and executes strategies that enhance revenue growth, profitability, market share, employee engagement, and…
Added 28 mins ago
(sr) Branch Service Manager/Gestionnaire de succursale, Service (Maritimes)
Konica Minolta Business Solutions Canada
Dartmouth, NS
Full-time
As a Branch Service Manager, you will play a key role in:
Added 1 hour ago
Senior Digital Marketing Manager
Church & Dwight Co., Inc.
Mississauga, ON
Full-time
Church & Dwight Canada is seeking a strategic, innovative, and results-driven Senior Digital Marketing Manager to lead the evolution of our digital marketing and eCommerce strategy across…
Added 1 hour ago
Senior Manager, Investment Analysis
Clearlight Energy
Oakville, ON
Full-time
The Senior Manager, Investment Analysis leads Clearlight Energy’s investment analysis group, playing a key role in acquisition, development and investment decisions across the Company. The…
Added 1 hour ago
Executive Director (Part-Time)
Elora Environment Centre
Elora, ON
Provide strategic and operational leadership to the EEC, guiding and supporting staff to deliver on the organization's mission
Added 1 hour ago
Vice President Finance
NWI Precision
Toronto, ON · North York, ON
Full-time
…finance organization that supports both operational execution and strategic…
Added 1 hour ago
Associate Director, Information Security
Algonquin College of Applied Arts and Technology
Ottawa, ON
Full-time
Build Strategic Partnership & Serve as Trusted Advisor
Added 2 hours ago
Gestionnaire de Produits Solutions Industrielles / Industrial Solutions Product Manager
Airbus
Montreal, QC · Mirabel, QC
Full-time
Gestionnaire de Produits Solutions Industrielles / Industrial Solutions Product Manager
Added 2 hours ago
Sr. R&D Manager
KIK Consumer Products
Montreal, QC
Full-time
Reporting directly to the General Manager (Canada), the incumbent is responsible for overseeing R&D activities - specifically product development for the Canadian and North American markets…
Added 2 hours ago
Product Owner Service Centre & Telephony, Temporary
Aviso
Toronto, ON
Full-time
…management organization, we are committed to leadership, innovation, partnership, responsibility, and community. Working with talented and energetic professionals who exemplify our values…
Added 2 hours ago
Meditech Support Analyst
Royal Victoria Regional Health Centre
Barrie, ON
Full-time
As the Meditech Support Analyst, you will report to the Regional Manager of Clinical Informatics. You are an integral part of the Regional Digital Health (RDH) team. This challenging…
Added 2 hours ago
IMA Project Manager
TSR Consulting
Mississauga, ON
Contract
TSR Consulting is currently seeking a highly motivated IMA Project Manager for an opportunity in Mississauga, ON
Added 3 hours ago
Associate Director, Information Security
Algonquin College
Ottawa, ON
Full-time
Build Strategic Partnership & Serve as Trusted Advisor
Added 3 hours ago
Enterprise Customer Success Manager
Spellbook
Remote, Canada
$123,000 to $145,000 CAD / year
Full-time · Remote
We're looking for an experienced and highly organized Enterprise Customer Success Manager (CSM) to support our largest and most complex customers. This role is ideal for someone who thrives…
Added 3 hours ago
Business Development Manager
Salisbury Landscaping
Sherwood Park, AB
Full-time
Salisbury is looking for a Business Development Manager who knows how to build relationships and turn those relationships into measurable business growth.
Added 3 hours ago
Coordinator, Data & Innovation
Vancouver Foundation
Vancouver, BC
$67,100 CAD / year
Full-time
Accountability: Reporting to Senior Manager, Data & Innovation.
Added 4 hours ago
Sr Product Marketing Manager
Univar Solutions
Toronto, ON
…profitability, protect and grow share, and strengthen a long-term strategic supplier…
Added 4 hours ago
On Premise Trade Marketing Manager - Food Service & Vending
Red Bull
Toronto, ON
Full-time
The On Premise Trade Marketing Manager – food service and vending is the lead Trade Marketing role for the food service and vending segment within the Canadian On Premise organization. This…
Added 5 hours ago
Head of SaaS Operations
Temenos
Canada
Full-time
Work closely with the delivery project manager or Service Delivery Manager to maintain status, actions, dependencies and follow-through.
Added 6 hours ago
Country Manager, Canada
CooperCompanies
Richmond Hill, ON
Full-time
…Reporting to the President, Americas Commercial, the Country Manager develops and executes strategies that enhance revenue growth, profitability, market share, employee engagement, and…
Added 6 hours ago
Senior Client Manager
State Street
Toronto, ON
Full-time
…an exceptional client service experience. As a Senior Client Manager, you will be responsible for client satisfaction, retention and growth by ensuring the effective delivery of Charles…
Added 7 hours ago
Représentant Pharmaceutique
Regeneron Pharmaceuticals
Canada
Full-time
…performed on‑site. Please speak with your recruiter and hiring manager for more information about on‑site expectations for your role and…
Added 7 hours ago
Manager - Diagnostic Imaging
Ross Memorial Hospital
Kawartha Lakes, ON · Lindsay, ON
Full-time
…the new Sectra regional shared PACS system and the Integrated Manager will play an integral role in supporting the ongoing implementation, optimization, and governance of the EPIC system…
Added 7 hours ago
Principal Program Manager
Forefront Dermatology
Canada
Full-time
The Principal Program Manager serves as the primary bridge between business stakeholders and the Data & Analytics organization. This role is responsible for identifying opportunities where…
Added 7 hours ago
Customer Service Learning & Development Specialist
LearningDevelopmentJobs
Toronto, ON
Full-time
…organization. Partnering closely with the Sr. Learning & Development Manager, Customer Care Operations, QA, Knowledge Management, and Learning Experience Design, you will own the day-to-day…

LearningDevelopmentJobs

Customer Service Learning & Development Specialist

Toronto, ON, Canada

Pay: $88,000 - $104,000 CAD
Job type: Full-time
Apply by: Oct 30, 2026
Experience: 4-6 years of experience in customer experience training or learning roles
Posting language: English
Posted: Sep 30, 2026

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Original job description

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

CS Learning & Development Specialist

We are seeking a CS Learning & Development Specialist to join our growing team. This is a high-impact, execution-focused role responsible for delivering onboarding, nesting, and ongoing enablement for our global Customer Care organization. Partnering closely with the Sr. Learning & Development Manager, Customer Care Operations, QA, Knowledge Management, and Learning Experience Design, you will own the day-to-day delivery of onboarding and nesting experiences - leveraging AI-enabled learning tools, scalable practice environments, and modern digital training formats to increase training throughput without sacrificing quality. In this role, you will accelerate agent time-to-proficiency and improve customer experience outcomes globally through high-quality facilitation, coaching, performance diagnostics, and targeted reinforcement that directly support agent readiness and business performance.

Responsibilities

Training Delivery, Facilitation & Nesting Execution

Lead end-to-end new hire onboarding experiences that accelerate ramp and build confidence from day one.
Facilitate live and virtual learning sessions using adult learning best practices, including storytelling, scenario-based learning, simulations, and practice-based assessments.
Deliver hands-on nesting experiences that function as guided performance labs, leveraging scenario-based practice and AI-enabled tools to increase feedback speed and learner throughput.
Leverage the LMS and scalable digital learning workflows to support high-velocity onboarding, including running concurrent cohorts and maintaining consistent learner outcomes at scale.
Progress learners through onboarding and nesting based on demonstrated proficiency and judgment - not time-in-seat or module completion.
Design and deliver targeted upskilling and refresher training based on performance trends, operational changes, and emerging customer needs.

Travel: Up to 25% to support onboarding cohorts and training initiatives across global offices; facilitate in-person sessions and cross-regional training alignment as required.

AI-Enabled Training Delivery & Scalable Learning Operations

Leverage AI-assisted tools and eLearning assets to increase training throughput and capacity while maintaining high-quality learner outcomes.
Deliver scalable onboarding and nesting using structured practice systems (scenario-based learning, simulations, and proficiency-based progression) rather than time-based learning alone.
Use learner performance signals from training activities (exercises, scenario performance, QA trends) to personalize reinforcement and reduce early-tenure risk.
Teach agents how to use AI tools responsibly in live customer workflows, including verification behaviors, exception handling, and escalation judgment.
Apply strong judgment and quality controls when using AI-assisted content, coaching prompts, or practice scenarios to ensure accuracy and alignment with Quince CX standards.

Coaching, Readiness & Skill Reinforcement

Establish personalized, targeted interventions for at-risk learners (e.g., 1-on-1 coaching plans, customized reinforcement, adaptive practice pathways)
Monitor learner progression and readiness signals; proactively adjust support based on performance data and individual needs
Reinforce key behaviors through post-training follow-ups, calibration moments, and targeted reinforcement activities.
Partner with QA and Operations to identify recurring performance gaps and translate them into coaching and reinforcement priorities.

Content Iteration & Regional Enablement Support

Maintain and update existing onboarding and enablement materials to reflect changes in tools, workflows, policies, and customer experience priorities.
Customize facilitator materials, practice scenarios, and reinforcement activities to meet cohort needs and address emerging performance trends.
Contribute to training content improvements and regional enhancements in partnership with Learning Experience Design and Knowledge Management, flexing build work based on facilitation schedules and business needs.
Partner with Learning Experience Design and Knowledge Management to implement content updates and regional enhancements, flexing build work based on facilitation schedules and business needs.
Provide structured feedback from live training and nesting observations to inform content updates, pathway improvements, and future training builds.

Performance & Continuous Improvement

Recommend improvements with supporting data and prioritize by business impact (CSAT, DSAT, attrition, compliance risk, time-to-proficiency)
Pilot and test new facilitation approaches, tools, and formats to improve engagement, personalization, and scalability; balance experimentation with operational consistency.
Own the design, development, and continuous iteration of onboarding and nesting curriculum (scenarios, assessments, job aids, reinforcement activities)
Translate performance insights into curriculum improvements (e.g., scenario refinement, new practice activities, job aids, modality changes)

Requirements

Bachelor’s degree or equivalent experience
4-6 years of experience in customer experience training or learning roles
Strong facilitation and coaching skills, with experience delivering ILT and VILT to diverse audiences
Demonstrated ability to leverage learning technology and AI-assisted tools to increase training throughput and capacity while maintaining quality
Experience creating and updating training materials across formats (eLearning/WBT, microlearning, reinforcement activities, job aids)
Strong data literacy, with the ability to interpret performance signals (QA, CSAT/DSAT, time-to-proficiency) and apply insights to improve learner outcomes
Strong organizational skills and ability to manage multiple priorities in a fast-paced environment
Excellent written and verbal communication skills, including comfort delivering feedback and coaching.
Global mindset: Comfortable assessing and customizing learning across regions and BPO partners; experience with regional compliance, product variations, or market-specific training

Pay Range

CA$88,000-CA$104,000

We rely on market indicators and consider your specific job family, background, skills, and experience to determine your compensation in the market range. Bonus eligibility varies by role and is determined based on the position's impact and contribution to our strategic goals.

This posting is for an existing vacancy.

All posted ranges are reflective of base salary and may vary depending upon experience level and location. Bonus and equity may also be provided for eligible roles.

Pay Range

$88,000 - $104,000 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.

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More about this job

Responsibilities

Deliver and continuously improve global Customer Care onboarding, nesting, and ongoing training through live facilitation, coaching, AI-enabled practice, and proficiency-based progression. Use learner and operational performance data to target reinforcement, update training content, and improve agent readiness and customer experience outcomes.

Requirements

Requires a bachelor’s degree or equivalent experience and 4–6 years of experience in customer experience training or learning roles. Candidates should have strong facilitation, coaching, learning technology, content development, and data interpretation skills, along with the ability to adapt training for global regions and BPO partners.

Skills

Training Facilitation
Coaching
Customer Experience Training
Learning and Development
Adult Learning
Virtual and Instructor-Led Training
AI-Assisted Learning Tools
Learning Management Systems
Scenario-Based Learning
Simulation-Based Practice
Curriculum Development
Performance Diagnostics
Data Analysis
Learner Readiness Assessment
Content Development
Global Training Enablement

Visa sponsorship

Not detected in the job text

Keywords

Customer Care
Onboarding
Nesting
Learning and Development
Adult Learning
Instructor-Led Training
Virtual Instructor-Led Training
Learning Management System
AI-Assisted Learning
E-Learning
Microlearning
Scenario-Based Learning
Simulations
Proficiency-Based Progression
Performance Diagnostics
Quality Assurance
Customer Satisfaction
Customer Dissatisfaction
Time to Proficiency
Coaching
Curriculum Development
Job Aids
Reinforcement Activities
Regional Compliance
BPO Partners
Customer Experience

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