About this role
Build something people love
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 and expensive and make them transparent and low-cost for everyone. We’re the largest fintech company in Canada, with 3+ million users who trust us with more than $100 billion in assets. And we’re just getting started.
We’re looking for someone who thinks big, sweats the small stuff and keeps things simple. You’ll join a high-bar, fast-paced team where people are trusted to own their work, communicate openly, and ship things that improve our clients’ lives. Collaboration, humility, and an obsession over quality are how we get stuff done.
Be a part of our Canadian success story and help shape the financial future of millions. Read our Culture Manual and learn more about how we work.
Build something people love
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 and expensive and make them transparent and low-cost for everyone. We’re the largest fintech company in Canada, with 3+ million users who trust us with more than $100 billion in assets. And we’re just getting started.
We’re looking for someone who thinks big, sweats the small stuff and keeps things simple. You’ll join a high-bar, fast-paced team where people are trusted to own their work, communicate openly, and ship things that improve our clients’ lives. Collaboration, humility, and an obsession over quality are how we get stuff done.
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 through direct engagement. At Wealthsimple, we are maker-owners, we believe that simple is better, and we do what's right for each client. 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. Wealthsimple provides an accessible candidate experience. If you need any accommodations or adjustments throughout the interview process and beyond, please let us know.
In this role, you will:
Be accountable for a group of 10-15 Client Experience Associates (CXAs) - performance and monitoring (input and output metrics):
Input Metrics: adherence, handle time, missed pings (live services), resourcefulness, Occupancyb. Output Metrics; First Response Time, Resolution Time, CSAT, QA, Solves/Productive Hour, Public Comments/Productive Hourc.
Intraday channel optimizationLead employee development/coaching/mentoring.
Weekly 1:1
Facilitate Monthly Career Growth Sessions.
Quarterly Performance Review Actively get your hands dirty and engage directly with clients by assisting CXAs with challenging cases or through escalations.
Set a high quality bar through consistent QA evaluations and provide timely feedback to individuals and team.
Be an active participant in evolving the team.
This is a new team and it is important you can amplify what is working and spot what isn’t working so we can improve over time to ensure we can effectively drive the best outcomes for our most valuable clients, you must have the ability to effectively work with cross-functional stakeholders to get things done
What does the ideal candidate look like?
Possess a passion, curiosity, and energy for our products and services. You are constantly learning and using our products to refine your knowledgeYou are a natural coach!
You are at your best when you are helping those around you be successful and you have a proven track record of success! This goes beyond just teaching your colleagues best practices, it includes assisting in development plans that help achieve your colleagues’ career goals
Accountable to results. You are on top of your team’s performance (daily) and provide congratulations when earned and step in to help course correct when things are off
Thrive in client-facing situations. At Wealthsimple, our clients always come first and you are an expert in de-escalation. You get energy from turning challenging client situations into memorable client experiences
Resiliency is key because our journey will have its fair share of challenges to overcome. We are looking for people that see the world as glass half full and approach these challenges as opportunities to provide a better client experience
Understand our principle of debate and commit - you feel comfortable defending your position and will focus on executing a decision after it has been made
Set a high bar. This team services Wealthsimple’s most valuable clients and we are the best of the best
Core Capabilities
Coaching - You have great people skills and know how to give and receive feedback. You tailor your approach and make those around you better
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 and Assertive - You spot opportunities before they become problematic. This can be team KPIs, individual performance, or client escalations. When you spot an opportunity, you jump on it
Communication - You understand that in this role you will need to work directly with the team manager to help communicate the team's strategy and tactics. This involves pulling information from management, synthesizing this information, and then delivering it to help motivate and inspire the team. You will also need to know how to pull up information from the team and communicate this information to your manager to influence strategy and tactics
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
Requirement
Minimum 1 year tenure with Wealthsimple.
Achieved a minimum of "meet expectations" on the last 2 reviews.
Minimum 3 years people leadership experience
Have a proven track record of success (can be backed up with measurable results)
Have experience owning client escalations
Comfortable coaching someone to the next level in their career
Nice to Have
Bilingual with a fluency in French and English
CSC
Compensation & Equity
🤑 Base salary range: For this role, candidates located in Canada can expect a base salary range of CAD $68,000 - $85,000. Actual compensation is determined based on skills, experience, and role level. Exceptional candidates may be considered above the top of the range, and pay can increase quickly for those who make a big impact in the role.
🚀 Total compensation: In addition to base salary, this role includes equity compensation. We use clear job levels and market-based salary bands to ensure compensation is fair and consistent across the company.
Why Wealthsimple?
🌸 Top-tier health benefits and life insurance
📈 Long-term group savings with employer match using our Wealthsimple for Business platform
🌴 20 vacation days + 4 wellness days per year, and unlimited sick and mental health days
✈️ 90 days away program: Employees can work outside of Canada for up to 90 days per calendar year
👥 A wide variety of peer and company-led Employee Resources Groups (e.g., Rainbow, Women of Wealthsimple, Black @ WS)
🌎 We’re a remote first team with over 1,500 employees across North America - and one of the best things about working here is the people. You’ll be collaborating with incredibly talented, curious, and driven teammates who care deeply about doing great work.
Be a part of our Canadian success story and help shape the financial future of millions.
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.
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.
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.