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Incident Response Specialist

2 months ago

Toronto, Ontario, Canada Wealthsimple Full time
About the Role

We are seeking a highly skilled Incident Response Specialist to join our team at Wealthsimple. As a key member of our Client Experience team, you will play a critical role in ensuring that our clients receive exceptional support during incidents.

Key Responsibilities
  • Contribute to the improvement of the Client Experience (CX) within Incident Response by analyzing and addressing client feedback and concerns.
  • Transform incident communications into clear, concise, and actionable updates and resources that empower our Client Success (CS) team to better assist clients.
  • Develop and maintain effective communication channels with clients, including our public-facing status page, app banners, and internal teams.
  • Participate in larger initiatives to improve the incident process, minimizing the impact on clients during incidents.
  • Collaborate with Engineering and Product teams to advocate for the client experience during incidents.
  • Document new learnings from incidents, including trends, client impact, and process improvements.
  • Deliver an exceptional client experience, prioritizing client needs and ensuring timely and effective support.
Requirements
  • 1-2 years of experience in Client Success or sales operations, with a focus on providing feedback for strategic projects.
  • Technical interest or background, with an understanding of contributing factors to incidents.
  • Strong communication skills, with the ability to communicate complex information in a clear and concise manner.
  • Critical thinking and problem-solving skills, with the ability to make decisions under pressure.
  • Project and operational mindset, with a focus on continuous improvement and optimization.
  • Prioritization and problem-solving skills, with the ability to balance competing priorities and identify contributing factors.
  • Action orientation, with a bias for taking ownership and seeking help when needed.
  • Collaboration and interpersonal skills, with the ability to work cross-functionally with stakeholders.
  • Passion for clients and products, with a focus on delivering exceptional client experiences.
What We Offer
  • Competitive salary and top-tier health benefits.
  • Retirement savings matching plan.
  • 20 vacation days per year and unlimited sick and mental health days.
  • Up to $1,500 per year towards wellness and professional development budgets.
  • 90 days away program.
  • Employee Resource Groups.
  • Company-wide wellness days off.
About Wealthsimple

We are a remote-first team, with over 1,000 employees coast to coast in North America. We are committed to building a diverse and inclusive team that reflects the world we serve. We strongly encourage applications from everyone, regardless of race, religion, color, national origin, gender, sexual orientation, age, marital status, or disability status.