[Remote] Team Lead, Client Experience Operations at Wealthsimple

Remote

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Fintech, Financial ServicesIndustries

Requirements

Passion, curiosity, and energy for finance + investing; understand wealth management, trading, and ability to explain concepts simply; constantly learning to achieve mastery
Natural coach with proven track record of success in helping colleagues succeed, including development plans for career goals
Accountable to results; on top of team performance, providing congratulations and course correction as needed
Thrive in client-facing situations; expert in de-escalation and turning challenges into memorable experiences
Resilient with a positive outlook (glass half full), approaching challenges as opportunities
Understand "debate and commit" principle: comfortable defending position and executing decisions
Core capabilities: great people skills, giving/receiving feedback, tailoring coaching approach; attention to detail, knowing top-tier performance from personal experience

Responsibilities

Manage Client Experience Associates (CXA) in delivering amazing client experiences through performance management, coaching, and development; live "do what’s right for each client" value and sweat the details
Be accountable for a group of CXAs (10-15): achieve/exceed team output goals, quality (CSAT, AQS), and ticket SLAs
Assist in employee development/coaching/mentoring; pivot employees across support channels (email, chat, phone) or interaction types to meet team goals
Deliver CXA performance evaluations, create/facilitate employee development plans, and complete delegated work assignments with high quality
Actively engage directly with clients, including managing escalations by pulling in stakeholders to drive solutions
Contribute to driving process and operational improvements within your domain

Skills

Key technologies and capabilities for this role

Performance ManagementCoachingTeam ManagementCSATQuality AssuranceSLA ManagementEmployee DevelopmentMentoringClient ExperienceOperations

Questions & Answers

Common questions about this position

What is the employment type for this Team Lead position?

This is a Permanent Full Time position.

Is this role remote or does it require office work?

This information is not specified in the job description.

What skills does the ideal candidate for this role have?

The ideal candidate has a passion and curiosity for finance and investing, understands wealth management and trading with the ability to explain concepts simply, is a natural coach with a proven track record of success, and is accountable to results.

What is the company culture like at Wealthsimple?

Wealthsimple values collaboration, humility, simplicity, doing what's right for each client, and creating inclusive high-performing teams where people can do their best work. They emphasize maker-owners who ship often and make an impact.

What makes a strong candidate for the Team Lead role?

A strong candidate lives the 'do what’s right for each client' value, has experience managing and coaching teams of 10-15, drives performance to meet goals like CSAT and SLAs, and demonstrates passion for finance with coaching success.

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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