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Added 13 mins ago
Salesforce Technical Lead (Montreal, Hybrid)
Capgemini
Toronto, ON
$120,000 to $135,000 CAD / year
Full-time
…60 years, we are a responsible and diverse group of 420,000 team members in more than 50 countries. We deliver end-to-end services and solutions with our deep industry expertise and strong…
Added 13 mins ago
Manager, ERP Supply Chain Lead
Avanade
Toronto, ON
Full-time
We are seeking an experienced Manager, ERP Supply Chain Lead to lead Microsoft Dynamics 365 Supply Chain Management solutions for enterprise clients. This role combines deep supply chain…
Added 13 mins ago
Manager, ERP Delivery Lead
Avanade
Toronto, ON
Full-time
We are seeking an experienced Manager, ERP Delivery Lead to lead complex ERP transformation programs and strategic client engagements. This role is accountable for delivery outcomes across…
Added 13 mins ago
District Manager II Operations (Greater Toronto Area))
WM
Toronto, ON
$110,000 to $135,000 CAD / year
Full-time
Because they have the opportunity to lead large, impactful operations, develop exceptional teams and help people build rewarding careers.
Added 13 mins ago
Salesforce Technical Lead (Toronto, Hybrid)
Capgemini
Toronto, ON
$120,000 to $135,000 USD / year
Full-time
…60 years, we are a responsible and diverse group of 420,000 team members in more than 50 countries. We deliver end-to-end services and solutions with our deep industry expertise and strong…
Added 13 mins ago
AVP, Strategic Programs, Innovation, Insights and Regulatory Operations
Sun Life Québec
Montreal, QC
Full-time
The AVP, Strategic Programs, Innovation, Insights & Regulatory Operations provides executive leadership across Strategic Initiatives & Innovation, Data & Insights, Registration & Licensing,…
Added 13 mins ago
Canada CFS Operation Leader
Lenovo
Markham, ON
Full-time
Job Summary: Lenovo is seeking a Canada GICS CFS Operation Leader to lead the Canada 2nd Stage Configuration Services Operation. The leader in this role will strengthen operational…
Added 13 mins ago
Director, Product Line Management
Teledyne Technologies Incorporated
Calgary, AB · Greater Calgary Metropolitan Area
Full-time
…results-driven Director of Product Line Management- Connectors to lead the vision, strategy, and lifecycle of a portfolio of innovative products. In this highly visible leadership role, you…
Added 14 mins ago
Ingénieur principal en plateforme (SRE), solutions d'IA/Senior Platform Engineer (SRE), AI Solutions
Syntax
Montreal, QC
Concevoir des modèles de référence (« golden-path blueprints ») permettant aux équipes produit d’assurer elles-mêmes le provisionnement, la CI/CD, le déploiement et les opérations.
Added 14 mins ago
Chef(fe) stratégie IT
AtkinsRéalis
Montreal, QC
Full-time
Our team is hiring an IT Strategy Lead to join our growing team and leading one of the most important Canadian rail projects. This role aligns with AtkinsRéalis' mission to transform,…
Added 14 mins ago
Software Developer Intern - SOTI MobiControl Apple HQ (January 2027 12 Months)
SOTI
Mississauga, ON
Full-time
Enhance your programming skills by working in a team alongside experienced team members
Added 14 mins ago
Canada Mining Practice Lead
HDR
Toronto, ON · Vancouver, BC
Full-time
…greenfield and brownfield projects related to permitting, design and operations. To support this growth, HDR is seeking a Canada Mining Practice Lead who is a Winner/Doer with a key focus…
Added 29 mins ago
Senior Technical Support Engineer
Sentry
Remote, Canada
$125,000 to $150,000 USD / year
Full-time · Remote
Trusted by 200,000+ organizations, Sentry is today’s application monitoring standard and our team is building its AI-native future.
Added 29 mins ago
Advisor, Reliability
Newmont Mining Corporation
BC · Kitimat-Stikine, British Columbia
Full-time
…operational performance. By joining our inclusive, world-class team, you can help shape the future of mining and make a meaningful…
Added 29 mins ago
Sr. Customer Success Manager
Assent
Toronto, ON · Ottawa, Ontario
$100,000 to $130,000 CAD / year
Full-time
With more than 1000 team members across India, North America, Malaysia, the European Union, and Kenya, Assent brings together global expertise, diverse perspectives, and a shared commitment…
Added 29 mins ago
Sr. Customer Success Manager
Assent
Ottawa, ON
$100,000 to $130,000 CAD / year
Full-time
With more than 1000 team members across India, North America, Malaysia, the European Union, and Kenya, Assent brings together global expertise, diverse perspectives, and a shared commitment…
Added 44 mins ago
Inventory Lead
Laura Canada
Saskatoon, SK
As a Store Inventory Lead, you possess a passion for fashion, you are detail-oriented and you like that everything is where it should be. You will be part of a winning team that provides a…
Added 44 mins ago
Client Services Manager
Acosta
Matheson, ON
Full-time
Lead client business reviews and present performance results and strategic recommendations to client leadership.
Added 44 mins ago
Community and Government Relations Lead-Responsable des relations communautaires et gouvernementales
Office of the Commissioner of Indigenous Languages
Ottawa, ON
Full-time
Position: Community and Government Relations Lead
Added 1 hour ago
Catering Services Worker Lead
Aramark Canada
AB · Edmonton, AB
Part-time
The Catering Service Worker Lead is responsible for supervision and support in planning catering events of varying sizes and levels in both central and satellite locations. Ensures that all…
Added 1 hour ago
Director, B2B and Commercial Platforms, Canada
Couche-Tard
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Full-time
As Director, B2B and Commercial Platforms, Canada, you will lead the strategy, development, and growth of Canada’s commercial B2B platforms across fuel, car wash, High-Speed Diesel (HSD),…
Added 1 hour ago
Senior Technician Security
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Lead projects at a site level, manage a team of junior technicians as necessary.
Added 1 hour ago
Store Crew
7-Eleven
Vancouver, BC
Internship
…stores and communities every day. If you're ready to grow, lead and make a difference, come join our team and help shape the future of…
Added 1 hour ago
Canada Financial Controller
DLF Seeds Australia - Careers
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Full-time
Lead the Canadian Finance team and oversee accounting, financial reporting, payroll, treasury, taxation, and financial controls.
Added 1 hour ago
Bakery Manager
COBS Bread
Cranbrook, BC
$42,000 to $50,000 CAD / year
Full-time
Right now, we are looking for a Bakery Manager who is looking for the next challenge in their career to lead and develop a strong bakery team. Working as part of the production and sales…

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

Apply About employer

Applications open in a new tab.

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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