About this role
Your career is an investment that grows over time!
Wealthsimple is on a mission to help everyone achieve financial freedom by reimagining what it means to manage your money. Using smart technology, we take financial services that are often confusing, opaque and expensive and make them transparent and low-cost for everyone. We’re the largest fintech company in Canada, with over 3+ million users who trust us with more than $100 billion in assets.
Our teams ship often and make an impact with groundbreaking ideas. We're looking for talented people who keep it simple and value collaboration and humility as we continue to create inclusive and high-performing teams where people can be inspired to do their best work.
About The Team
Our client success team works closely with every part of Wealthsimple, learning the intricacies of how we build products, manage clients' money, and most importantly, keep clients happy and secure through direct engagement. At Wealthsimple, we are maker-owners, we believe that simple is better, and we do what's right for each client.
In this role you’ll have the opportunity to:
Work with clients (phone, email) and take ownership of complex issues and escalations (10% of time dedicated to channel work but can be 100% in busy periods)
Develop deep understanding of your product area:
Client use cases and experiences
Client Experience support processes and tools
Features and functions and how they work
Technical operations and backend processes
Support CXAs by answering questions and working on resources like macros, guru cards, etc.
Accelerate new CXAs onboarding, by providing dedicated ticket pairing sessions and ongoing support
Evaluate the quality of CXA interactions and provide feedback to Team Leads with the goal of improving the Client Experience
Surfaced agent and client feedback on the Wealthsimple Security and Product Experience to our internal teams for the purpose of making meaningful improvements to the clients’ experience and the security of their accounts
What you’ll bring:
Natural Coach. You have been a high performer and know what it takes. You love leveraging this to help those around you be more successful!
Thrive in client-facing situations. Our clients always come first and you are an expert in deescalation. You get energy from turning challenging client situations into memorable client experiences.
Possess a passion, curiosity, and energy for your domain. This means you are constantly learning and working towards mastery in your subject domain.
Resourceful. Complex issues and escalations will require you to know where and who to go to for information so you can drive the right client outcome.
Adaptable. Priorities can shift, issues & incidents can arise, and you will need to be comfortable with flexibility, creative problem-solving, quick & effective communication
Good Judgment. You know when you can handle something independently and when you need to ask for help or escalate.
Core Capabilities:
Technical expertise - You are very comfortable using technology and understanding how things work.
Attention to Detail - You sweat the details. You know what top tier performance looks like because you have been a top tier performer and you know how to find the details that help your colleagues take performance to the next level.
Proactive & assertive - You spot product opportunities before they become problematic. When you spot an opportunity, you jump on it.
Communication - You understand that in this role you will need to work directly with different groups to help communicate the product requirements and roadmap. This involves pulling information from data sources, clients and team members, synthesizing this information, and then building the business case to drive the product forward.
Results Driven - Wealthsimple is a data driven organization and you feel comfortable using and manipulating data to drive insights that help drive tangible team results.
Requirements:
Minimum ‘Meeting Expectations’ performance rating in last calibration
Have a proven track record of success (can be backed up with measurable results)
Minimum 2 years of client-facing work experience
Have experience successfully owning client escalations
Open to L3 CXAs and above - N/A for L2 CXAs
Why Wealthsimple?
🤑 Competitive salary with top-tier health benefits and life insurance
📈 Retirement savings matching plan using Wealthsimple for Business
🌴 20 vacation days per year and unlimited sick and mental health days
📚 Up to $1,500 per year towards wellness and professional development budgets respectively
🛫 90 days away program: Employees can work internationally in eligible countries for up to 90 days per calendar year
🌎 A wide variety of peer and company-led Employee Resource Groups (ie. Rainbow, Women of Wealthsimple, Black @ WS)
💖 Allocated number of Wellness Days that can be scheduled over the course of the year!
We’re a remote-first team, with over 1,000 employees coast to coast in North America. Be a part of our Canadian success story and help shape the financial future of millions — join us!
Read our Culture Manual and learn more about how we work.
Technology & Innovation at Wealthsimple
We believe the future belongs to those who innovate boldly. At Wealthsimple, every team member is expected to lean into new technologies, including AI, and tooling to rethink how we work, solve problems faster, and create even greater value. We're looking for people who are not just comfortable with change but energized by it. Our commitment is to build a company that evolves at the pace of the world around us, and we want you to help lead that future.
DEI Statement
At Wealthsimple, we are building products for a diverse world and we need a diverse team to do that successfully. We strongly encourage applications from everyone regardless of race, religion, colour, national origin, gender, sexual orientation, age, marital status, or disability status.
Accessibility Statement
Wealthsimple provides an accessible candidate experience. If you need any accommodations or adjustments throughout the interview process and beyond, please let us know, and we will work with you to provide the necessary support and make reasonable accommodations to facilitate your participation. We are continuously working to improve our accessibility practices and welcome any feedback or suggestions on how we can better accommodate candidates with accessibility needs.