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Incident Response Specialist
2 months ago
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 timely and effective communication during incidents.
Key Responsibilities- Improve Client Experience: Contribute to the enhancement of our Client Experience (CX) within Incident Response, focusing on transforming incident communications into clear and concise updates and resources.
- Communicate Effectively: Share updates with clients through our public-facing status page, app banners, and collaborate with internal teams to provide timely and accurate information.
- Process Improvement: Participate in larger initiatives to improve the incident process, minimizing the impact on clients during incidents.
- Retrospectives and Learning: Engage in incident retrospectives and actively work to improve our processes, documenting new learnings and trends.
- Liaison and Advocacy: Serve as a liaison between Engineering/Product and Client Success, advocating for the client experience during incidents.
- Client Success Experience: 1-2 years of experience in client-facing roles or sales operations, providing feedback for strategic projects that support backend processes.
- Technical Interest: A technical background or interest in product engineering to understand contributing factors of incidents.
- Strong Communication: Clear, concise communication is essential, with experience in technical writing a plus.
- Critical Thinking: Ability to make decisions under pressure, learning from 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, balancing what needs to be done with what's possible.
- Action Orientation: A clear bias for action, taking ownership of necessary tasks and seeking help when needed.
- Collaboration: Excellent interpersonal skills and ability to work cross-functionally with stakeholders.
- Passion for Clients: Incredibly passionate about our clients and products.
- Competitive Salary: With top-tier health benefits and life insurance.
- Retirement Savings: Matching plan using Wealthsimple Work.
- Time Off: 20 vacation days per year and unlimited sick and mental health days.
- Professional Development: Up to $1,500 per year towards wellness and professional development budgets.
- Remote Work: A remote-first team with over 1,000 employees coast to coast in North America.
We are a diverse team building products for a diverse world. We strongly encourage applications from everyone, regardless of race, religion, color, national origin, gender, sexual orientation, age, marital status, or disability status.
