[Remote] Social and High Risk Response Specialist at Wealthsimple

Remote

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Not SpecifiedCompensation

Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Fintech, Financial ServicesIndustries

Requirements

Minimum 3 years of Social Community Management experience
Proven track record of success in de-escalation and client retention
Passion, curiosity, and enthusiasm for products and services, with constant learning and use of products to refine knowledge
Solid understanding of operational processes
Thrive in client-facing situations, expert in de-escalation, and energized by turning challenging situations into memorable experiences
Resiliency, with a positive outlook approaching challenges as opportunities
Flexibility and comfort with change, able to pivot as needed
Pursuit of continuous improvement, seeking regular feedback, and aiming to get 1% better in every task
Strong at building connections and collaborating to get things done, rejecting the status quo
Ability to keep cool under pressure, handle challenges without taking them personally, and have difficult conversations
Strong communication and writing skills
Proven track record of managing social channels effectively
Nice to haves
Bilingual with fluency in French and English
Fintech experience
Availability during PST business hours

Responsibilities

Build comprehensive client sentiment and social trend reports capturing escalation root causes and trends
Work closely with clients and internal teams to document and communicate issue resolutions effectively
Collaborate with stakeholders across functions to identify and address urgent issues, transform problems into solutions, and champion client experience
Engage with and manage social communities (e.g., Reddit) to address client concerns and gather insights
Collaborate with Marketing and Communications team on Client Experience initiatives, using social media expertise and sentiment reports to advocate cross-functionally
Leverage strong writing skills to resolve sensitive cases, develop training and templated support for CXO, and create process documentation
Support client escalations, including public-facing social escalations, executive and high-risk escalations, and formal complaints
Flex outside business hours occasionally, with potential for evening/weekend coverage as needed

Skills

Key technologies and capabilities for this role

social media managementsentiment analysisclient de-escalationstakeholder collaborationRedditcommunity managementtrend reportingclient experiencewriting skillsprocess documentation

Questions & Answers

Common questions about this position

Is this role remote or does it require office work?

This role is remote with Toronto office engagement encouraged, working from 9AM to 5 PM ET, Monday to Friday.

What are the key skills required for this position?

Key skills include passion and curiosity for Wealthsimple's products, expertise in client-facing de-escalation, resiliency, flexibility, pursuing continuous improvement, and excelling at building connections.

What is the salary or compensation for this role?

This information is not specified in the job description.

What is the company culture like at Wealthsimple?

Wealthsimple puts clients at the center of everything, emphasizes turning challenges into opportunities for better client experiences, values resiliency, flexibility, continuous improvement, and rejecting the status quo.

What makes a strong candidate for this role?

Strong candidates thrive in client-facing situations with de-escalation expertise, show resiliency and a positive outlook, demonstrate flexibility in a new team, pursue continuous improvement, and excel at building cross-functional connections.

Wealthsimple

Digital platform for investing and financial management

About Wealthsimple

Wealthsimple provides a range of financial tools that help individuals manage their money effectively. Their services include automated investing, where users can set up investment accounts that automatically adjust based on market conditions, and commission-free stock trading, allowing users to buy and sell stocks without paying fees. They also offer cryptocurrency investments for those interested in digital currencies and a straightforward tax filing service that is designed to be quick and user-friendly. Wealthsimple stands out from its competitors by focusing on young professionals and tech-savvy individuals, providing a digital platform that is easy to navigate and understand. The company's goal is to simplify financial management, making it accessible to everyone by using technology to create a more personal and approachable experience in finance.

Toronto, CanadaHeadquarters

2014Year Founded

$826.6MTotal Funding

LATE_VCCompany Stage

Fintech, Financial ServicesIndustries

1,001-5,000Employees

Benefits

Health Insurance

Life Insurance

401(k) Company Match

401(k) Retirement Plan

Paid Vacation

Unlimited Paid Time Off

Professional Development Budget

Wellness Program

Remote Work Options

Paid Holidays

Risks

Increased competition from zero-commission brokers could erode Wealthsimple's market share.

Invite-only rollout of Wealthsimple Cash may limit user adoption and growth.

Rapid cryptocurrency adoption pressures Wealthsimple to innovate its offerings continuously.

Differentiation

Wealthsimple offers a human-centric approach to finance with user-friendly digital tools.

The company provides a seamless platform for investing, trading, saving, and tax filing.

Wealthsimple targets young, tech-savvy professionals seeking accessible financial management solutions.

Upsides

Wealthsimple's AUA reached $50 billion, indicating strong market presence and growth potential.

The rise of AI-driven advisory services can enhance Wealthsimple's personalized investment offerings.

Fractional shares' popularity aligns with Wealthsimple's target demographic, boosting user acquisition.

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