Wealthsimple is hiring a
Team Lead

Summary

The job is for a Client Success Team Manager at Wealthsimple, a Canadian fintech company with over 3 million users and $40 billion in assets. The role involves managing a team of CXAs, delivering amazing client experiences, and driving process and operational improvements within the domain.

Requirements

• Minimum 3 years client facing work experience
• Have a proven track record of success (can be backed up with measurable results)
• Have experience owning client escalations

Responsibilities

• Manage Client Experience Associates (CXA) in delivering amazing client experiences through performance management, coaching and development
• Be accountable for a group of CXAs (10-15) performance and monitoring
• Assist in employee development/coaching/mentoring and pivot employees across support channels (email, chat, phone) or interaction types to achievement of team goals
• Deliver CXA performance evaluations, create and facilitate employee development plans, and complete delegated work assignments with high quality
• Actively get your hands dirty and engage directly with clients. This would include managing client escalations by pulling in appropriate stakeholders to drive solutions for these challenging situations
• Contribute to driving process and operational improvements within your domain

Preferred Qualifications

• Coaching experience
• Bilingual with a fluency in French and English
• Previous experience in a financial institution or technology startup

Benefits

• Competitive salary with top-tier health benefits and life insurance
• Retirement savings matching plan using Wealthsimple Work
• 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