Associate, Client Experience Tax Support - Bilingual

Summary

Join Wealthsimple Tax as a Level 3 client experience associate and become the definitive resource for resolving complex tax inquiries. Leverage your advanced tax knowledge and problem-solving skills to guide clients and internal teams. You will create educational resources, mentor junior agents, and research CRA/RQ regulations. This role requires navigating ambiguity, communicating precisely, and finding innovative solutions to complex tax scenarios. You'll contribute to process improvements and become a go-to resource for specialized tax areas. The ideal candidate excels in a dynamic environment, balancing thorough investigation with efficient resolution, and maintaining detailed documentation.

Requirements

• 2+ years of customer support experience
• Advanced understanding of Canadian personal taxation concepts, including complex scenarios involving investments, self-employment, foreign income, and cross-border situations
• Demonstrated experience resolving complex technical issues and communicating solutions clearly
• Experience with tax software systems and understanding of how tax calculations are processed digitally
• Strong research skills with the ability to find, interpret, and apply information from CRA/RQ guidelines and tax legislation
• Excellent written communication with the ability to explain complex concepts at various levels of detail based on audience needs
• Proven problem-solving abilities with a systematic approach to troubleshooting
• Experience mentoring or training other team members
• Ability to maintain composure and clarity when addressing high-stress or emotionally charged situations
• Educational mindset: Ability to turn complex tax situations into learning opportunities for clients and team members
• Investigative thoroughness: Commitment to digging beyond surface-level symptoms to identify root causes
• Analytical thinking: Skill in breaking down complex problems into manageable components
• Precise communication: Ability to convey technical concepts with clarity while maintaining empathy
• Calm under pressure: Maintaining a composed, solutions-focused approach during peak tax season and critical incidents
• Systems thinking: Understanding how individual tax issues might reflect broader patterns or software limitations
• Diplomacy: Navigating challenging conversations with clients and internal teams effectively
• Intellectual curiosity: Genuine interest in understanding tax regulations and their practical applications
• Judgment and discretion: Knowing when to escalate to leadership, product teams, or external resources
• Adaptability: Quickly pivoting between different tax scenarios, client needs, and support approaches
• Proactive problem-solving: Identifying potential issues before they affect multiple clients
• Client advocacy: Balancing company policies with genuine care for client outcomes

Responsibilities

• Resolve complex and escalated tax scenarios that require specialized knowledge or investigation
• Provide authoritative guidance on sophisticated tax situations like investment income reporting and business/self-employment scenarios
• Troubleshoot and document advanced technical issues with our tax software, coordinating with programming and engineering teams when necessary
• Create educational resources that explain complex tax concepts in accessible language for both clients and L1/L2 team members
• Mentor and support L1/L2 agents through knowledge sharing and asynchronous coaching on complex tax scenarios
• Research and interpret CRA/RQ regulations and guidelines to ensure accurate information delivery
• Identify systemic issues and recommend process improvements based on client interactions and feedback patterns
• Develop specialized expertise in particular tax areas to become the team's go-to resource
• Balance thorough investigation with efficient resolution to maintain service levels during high-volume periods
• Maintain detailed documentation of complex cases for future reference and knowledge sharing

Preferred Qualifications

• Formal tax training or education (tax preparation courses)
• 3+ years of experience with Canadian tax software (can be personal) or customer support
• Experience with Zendesk, JIRA, and internal knowledge base systems
• Bilingual in English and French to support Québec tax scenarios
• Background in software quality assurance or testing
• Experience working directly with product or engineering teams to resolve technical issues
• Knowledge of tax law changes and the ability to interpret how they affect software functionality
• Understanding of accessibility considerations in digital products

Benefits

• 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)
• Company-wide wellness days off scheduled throughout the year