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Incident Response Specialist

2 months ago

Toronto, Ontario, Canada Wealthsimple Full time
Transform Client Experiences with Incident Response

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
  • Document new learnings from incidents, including trends and areas for improvement
  • Deliver an exceptional client experience, always prioritizing their needs
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 adapt to various styles and formats
  • Critical thinking and decision-making skills, with a focus on learning from experiences
  • Project and operational mindset, with a focus on continuous improvement and optimization
  • Prioritization and problem-solving skills, with the ability to balance complexity and scope
  • 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
Why Wealthsimple?
  • Competitive salary and top-tier health benefits
  • Retirement savings matching plan using Wealthsimple
  • 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: Employees can work internationally in eligible countries for up to 90 days per calendar year
  • Employee Resource Groups and company-wide wellness days off

We're a remote-first team, with over 1,000 employees coast to coast in North America. If you're passionate about delivering exceptional client experiences and want to be part of our Canadian success story, we encourage you to apply.

We're committed to building a diverse and inclusive team, and we welcome applications from everyone regardless of race, religion, colour, national origin, gender, sexual orientation, age, marital status, or disability status. If you need any accommodations or adjustments throughout the interview process and beyond, please let us know, and we'll work with you to provide the necessary support.