Specialist, Incident Response

Your career is an investment that grows over time!
Wealthsimple 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 $40 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.

What you'll be responsible for:

• Contributing to the improvement of the Client Experience (CX) within Incident Response.
• Transforming incident communications into understandable and straightforward updates and resources that empower our Client Success (CS) team to better assist clients.
• Sharing updates with clients through our public-facing status page, app banners, and working with our internal teams to share clear and timely information whenever needed.
• Participating in larger initiatives that improve the incident process in order to minimize the impact on our clients during incidents.
• Participating in incident retrospectives and actively working to improve our processes. 
• Being a liaison between Engineering/Product and Client Success by advocating for the client experience during incidents.
• Documenting new learnings from incidents, including trends, how clients are being impacted, and how we can improve for the future.
• Delivering an amazing client experience; no matter what - do what's right for each client.

Skills & experiences we’re looking for:

• Client Success Experience: Has 1-2 years of experience with clients or sales operations, helping to provide feedback for strategic projects that support backend processes and drive efficiency.
• Technical Interest: Has either a technical background or an interest in product engineering to understand the contributing factors of the incidents. 
• Strong Communication: Clear, concise communication is a must. Communicating in a variety of styles and forms will be necessary as the company grows. Technical writing experience is a bonus.
• Critical Thinking: Ability to make decisions under pressure with all the information provided. Learning from these decisions and bringing knowledge to the team.
• Project & Operational Mindset: Continuously looks for operational improvements and optimization opportunities. 
• 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 ownership of necessary tasks, and seeks help and input when needed.
• Collaboration: Excellent interpersonal skills and an ability to work cross-functionally with a wide range of stakeholders.
• Passion for Clients: Is incredibly passionate about our clients and our products.

Why Wealthsimple?🤑 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
We’re a remote-first team, with over 1,000 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.