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.
What you'll be responsible for:
Serving as the primary liaison during major incidents, ensuring real-time, structured communication between Engineering responders, executive stakeholders, client-facing teams, and clients.
Maintaining a centralized list of all ongoing incidents with accurate information for CXO preparedness. You will regularly update this list with new information and details.
Determining what resources need Compliance and Legal approvals, while ensuring we’re following best practices for required communication.
Transforming incident communications into understandable and straightforward next steps, updates, and resources that empower CXO.
Creating and maintaining incident playbooks for all team functions for consistency and clear accountability.
Lead external communications with clients via status pages, client emails, app/web banners - ensuring clarity, transparency, and tone are aligned with the Wealthsimple voice.
Being available on-call on weekends, wellness days, and holidays to support Engineering and CXO for urgent issues.
Spearheading larger initiatives that improve the incident process to minimize the impact on our clients during incidents.
Contributing to post-incident summaries, customer-facing incident reports, and CXO executive briefings. You will document new learnings from incidents, including trends, how clients are being impacted, and how we can improve for the future.
Getting curious about how our clients experience incidents, and what we can do to improve both the client and CXA experience during downtime caused by incidents as well as planned maintenance windows.
Staying up-to-date with relevant product releases in order to support your investigations.
Working closely with Technical Support Specialists and Release Readiness Specialists to achieve common goals.
Advocating for communication tooling improvements to enable fast, clear updates at scale (ex: integrations between incident management platforms and status pages, Rootly AI, etc.).
Delivering an amazing client experience, no matter what - do what's right for each client.
Skills and experiences we’re looking for:
Previous Experience: has 3+ years of experience in technical support, incident response, or service operations, ideally within fintech, SaaS, or other real-time environments. Or experience in customer-facing roles such as account management, client success, or product support.
Technical Skills: Has either a technical background or a strong interest in product engineering to understand the contributing factors of the incidents. This includes hands-on experience with incident management tools (ex: PagerDuty, Rootly), observability platforms (ex: Datadog, Runway), and collaboration tools (ex: Slack, Google Meets).
Strong Communication: Proven ability to write and speak clearly under pressure, translating complex technical concepts for varied audiences including executives and clients. Bonus points for: strong editorial or writing background, particularly in crafting external-facing communication, or familiarity with public status pages, client ticketing systems, and incident postmortem processes.
Critical Thinking: Ability to stay calm, organized and proactively make decisions under high pressure with all the information provided. You can learn from these decisions and bring knowledge to the team.
Project & Operational Mindset: Continuously looks for operational improvements and optimization opportunities. Always thinking of the future of the team.
Prioritization & Problem Solving: Knows how to break down complex problems and identify contributing factors. Knows how to balance what needs to be done with what’s possible. Understands the scope of an issue and its priority.
Action Orientation: A clear bias for action and ability to act without being told what to do, takes ownership of necessary tasks, and seeks help and input when needed.
Collaboration: Excellent interpersonal skills and an ability to work cross-functionally with a wide range of stakeholders.
Passion for Clients: Is incredibly passionate about our clients and our products!
What we’re looking for in a candidate:
You love working with cross-functional peers! Day-to-day, an Incident Response Specialist balances conversations with CXO, Engineering, Product, Communications, Compliance, and more.
You have previous customer-facing experience that helps you guide the client to troubleshoot and provide the information you need for investigations.
You can turn complex situations into easy-to-understand solutions with approachable explanations, for both clients, CXO, and other internal teams.
You enjoy diving into data analysis and redefining processes. Building new resources excites you and you want to help your team work more effectively.
You are familiar with or interested in learning how to use Preset and write SQL queries.
You have an understanding of one or more CXO teams and could be considered an expert in the client experience for that pillar.
You’re resourceful. If you don’t know the answer to a question, you know where to look and who to ask, or you’re willing to learn for yourself.
You have a team-first approach to working. You love doing your best, but you also enjoy contributing to other teammates’ success.
You can communicate in a timely manner and effectively when communicating shared tasks.
You’re great at managing your time and resources to prioritize tasks effectively, resolve issues, and meet deadlines.
Requirements:
Minimum 6 months of tenure at Wealthsimple.
Must have "Meet Expectations" in all reviews during tenure.
This position will close for applications on February 20th.
Compensation & Equity
🤑 Hourly pay rang: For this role, candidates located in Canada can expect a based hourly pay range of CAD $32.69 - $40.87. 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.
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.
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.