Canada onlyWealthsimple 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, opaque and expensive and make them transparent and low-cost for everyone. We’re the largest fintech company in Canada, with over 3 million users who trust us with more than $30 billion in assets.
Our teams ship often and make an impact with groundbreaking ideas. We're looking for talented people who keep it simple and value collaboration and humility as we continue to create inclusive and high-performing teams where people can be inspired to do their best 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.
Application Deadline: Wednesday March 20th at 5pm EST
In this role, you'll:
- Develop deep understanding of your product area including client use cases and experiences, client experience support processes and tools, features and functions and how they work, as well as technical operations and backend processes
- Identify opportunities to improve the client experience by documenting, in detail, product areas that need enhancements.
- Work as the prime Client Experience contact for Product and Engineering in prioritizing these improvements for the roadmap.
- For new features being released, act as the directly responsible individual (DRI) for Client Experience working with CX operations and CX Enablement to ensure we are ready for product rollouts.
- Manage responses and gather data from the Feature Forum for your product/area (Help Centre).
- 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.
What does the ideal candidate look like?
- Possess a passion, curiosity, and energy for finance + investing + technology. You understand the ins and outs of wealth management, trading, and more importantly - know how to explain these concepts simply. This passion means you are constantly learning and trying to achieve mastery over any subject domain you explore.
- 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.
Core Capabilities
- Technical expertise. You are very comfortable using technology and understanding how things work.
- Product management. Although you are not a product manager, you are familiar with how product lifecycles operate and are good at working within our product management process.
- 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.
- Proactiveness & assertiveness - You spot product opportunities before they become problematic. When you spot an opportunity, you jump on it.
- Communication - You understand that in this role you will need to work directly with different groups to help communicate the product requirements and roadmap. This involves pulling information from data sources, clients and team members, synthesizing this information, building stakeholder relationships, and then building the business case to drive the product forward.
- 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.
Requirements
- Minimum 2 years client facing work experience
- Minimum 1 year domain experience or in a related product oriented role
- Understand how to manipulate data and draw insights
- Have a proven track record of success (can be backed up with measurable results)
- Have experience owning client escalations
Nice-to-haves (but not necessary)
- Bilingual with a fluency in French and English
- Previous experience in a financial institution or technology startup
- Bonus points if you are already a Wealthsimple client!
We’re a remote-first team, with over 1000 employees coast to coast in North America. Be a part of our Canadian success story and help shape the financial future of millions — join us!
Read our Culture Manual and learn more about how we work.
DEI StatementAt 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 StatementWealthsimple 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.
