Incident Response Specialist
1 month ago
Wealthsimple is revolutionizing financial services, and we're looking for a skilled Incident Response Specialist to join our team. As a key member of our Client Experience team, you'll play a critical role in ensuring our clients receive exceptional support during incidents.
Key Responsibilities:- Contribute to the improvement of Client Experience within Incident Response
- Transform incident communications into clear, concise updates and resources for our Client Success team
- Share updates with clients through our public-facing status page, app banners, and collaborate with internal teams to provide timely information
- Participate in larger initiatives to enhance the incident process and minimize client impact
- Participate in incident retrospectives and drive process improvements
- Act as a liaison between Engineering/Product and Client Success, advocating for client experience during incidents
- Document new learnings from incidents, including trends, client impact, and opportunities for improvement
- Deliver an exceptional client experience, always doing what's right for each client
- 1-2 years of experience in Client Success or sales operations, providing feedback for strategic projects
- Technical interest or background to understand incident contributing factors
- Strong communication skills, with the ability to communicate in various styles and forms
- Critical thinking, decision-making, and learning from decisions
- Project and operational mindset, continuously seeking improvements and optimization opportunities
- Prioritization and problem-solving skills, breaking down complex problems and identifying contributing factors
- Action orientation, bias for action, and ability to take ownership of tasks
- Excellent interpersonal skills and ability to work cross-functionally with stakeholders
- Passion for clients and products
We offer a competitive salary, top-tier health benefits, and life insurance. You'll also enjoy a retirement savings matching plan, 20 vacation days per year, and unlimited sick and mental health days. Plus, you'll have access to up to $1,500 per year for wellness and professional development budgets. We're a remote-first team, with over 1,000 employees coast to coast in North America. Join us in shaping the financial future of millions.
We're committed to building a diverse team and welcome applications from everyone, regardless of race, religion, color, national origin, gender, sexual orientation, age, marital status, or disability status. We provide an accessible candidate experience and will work with you to make reasonable accommodations throughout the interview process and beyond.
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