Incident Response Specialist

3 weeks ago


Toronto, Ontario, Canada Wealthsimple Full time
Financial Freedom Expert - Incident Response Specialist

Wealthsimple is on a mission to empower everyone to achieve financial freedom. As an Incident Response Specialist, you will be part of our team that works tirelessly to ensure our clients have a seamless experience during incidents.

About the Role

The estimated salary for this role is between $80,000 and $120,000 per year, depending on location and experience. We offer a competitive compensation package with top-tier health benefits, retirement savings matching plan, 20 vacation days, and unlimited sick and mental health days.

Responsibilities
  • Contribute to improving Client Experience (CX) within Incident Response
  • Transform incident communications into clear and concise updates and resources
  • Share updates with clients through our public-facing status page, app banners, and internal teams
  • Participate in larger initiatives to minimize client impact during incidents
  • Document new learnings from incidents, including trends and how we can improve
  • Liaise between Engineering/Product and Client Success by advocating for client experience during incidents
Requirements
  • 1-2 years of experience in client success or sales operations, providing feedback for strategic projects
  • Technical interest or background, understanding contributing factors of incidents
  • Strong communication skills, technical writing experience a bonus
  • Critical thinking, decision-making under pressure, and learning from decisions
  • Project and operational mindset, continuously seeking improvements and optimization opportunities
  • Prioritization and problem-solving, breaking down complex problems and identifying contributing factors
What You'll Love About Wealthsimple
  • We're a remote-first team, working coast to coast in North America
  • Competitive salary and benefits package
  • Ongoing professional development opportunities
  • A supportive and inclusive work environment
Why Diversity Matters

We believe diversity is key to building products for a diverse world. We strongly encourage applications from everyone regardless of race, religion, colour, national origin, gender, sexual orientation, age, marital status, or disability status.


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