Specialist, Incident Response

Toronto or Remote (Canada)

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Wealthsimple

Wealthsimple is the simple way to grow your money like the world's most sophisticated investors. No-maintenance portfolios, expert investment advisers and low fees.

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Wealthsimple is a financial services company on a mission to help everyone achieve financial freedom by providing products and advice that are accessible and affordable. Using smart technology, Wealthsimple takes financial services that are often confusing, opaque and expensive and makes them simple, transparent, and low-cost. With over $15B assets under management and more than 1 million people using Wealthsimple products, we're the market leader in Canada.
Our team is working together to build one of the most innovative fintech companies in the world. We're looking for talented people who want to help us move fast, ship often and make a huge impact. Join us on our mission to make financial services simple and affordable for everyone.
Read our Culture Manual to learn more about us and how we work.
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. 

What you'll be responsible for:

  • Continuously improving the process that minimizes the impact on our clients during incidents.
  • Work with leadership to reduce the rate of incidents while enabling product innovation.
  • Take ownership of the Client Experience (CX) within incident response/management.
  • Be the liaison between Engineering/Product and Client Success (CS) offering support, suggestions and ensuring all relevant stakeholders are included and informed. Participate in retrospectives, and suggest improvements.
  • Optimize reporting and data quality to have a clear picture of the incidents landscape on a weekly and monthly basis
  • Transform incident communications into understandable and straightforward updates and resources that empower our Client Success team to better assist our clients.
  • Prioritize tasks and loop in all relevant parties on CS and CX Operations teams to ensure all teams are up to date.
  • Share updates with clients through our public-facing status pages, and work with our internal Social teams to share clear and timely wherever relevant.
  • Deliver an amazing client experience; no matter what - do what's right for each client. You'll need to build upon your existing investment, personal finance and stock trading knowledge. You will have to explain investment, personal finance and stock trading concepts in a simple and accessible way.

What we're looking for:

  • Client Success Experience: Has experience in client experience or sales operations helping to drive strategic projects, supporting backend processes and drive efficiency.
  • Technical Interest: Has either a technical background or interest in product engineering to understand the contributing factors of the incidents.
  • Communication: Clear, concise, and broad communication is a must. Communicating in a variety of styles and forums will be necessary as the company grows and more Clients join.
  • 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 complete ownership of necessary tasks, and seeks help and input when needed.
  • Data and Analytics: Strong analytical and problem-solving skills, with superior attention to detail. Experience using SQL is an asset. Presenting data in a clear way using dashboards and reports is also an important skill.
  • Passion for Clients: Is incredibly passionate about our Clients and our products.
  • Collaboration: Excellent interpersonal skills and an ability to work cross-functionally with a wide range of stakeholders.
Job region(s): North America
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