Incident Response Specialist

2 days ago

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

Wealthsimple is on a mission to revolutionize financial services, and we're looking for a talented 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 and 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 improve 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 and opportunities for improvement
  • Deliver an exceptional client experience, always doing what's right for each client
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 in various styles and forms
  • Critical thinking and decision-making skills, with the ability to learn from decisions and share knowledge with the team
  • Project and operational mindset, with a focus on continuous improvement and optimization
  • Prioritization and problem-solving skills, with the ability to break down complex problems and identify contributing factors
  • Action orientation, with a bias for action and the ability to take ownership of tasks and seek help when needed
  • Collaboration and interpersonal skills, with the ability to work cross-functionally with various stakeholders
  • Passion for clients and products
Why Wealthsimple?

We offer a competitive salary, top-tier health benefits, and a retirement savings matching plan. You'll also enjoy 20 vacation days per year, unlimited sick and mental health days, and up to $1,500 per year for wellness and professional development. Plus, you'll have the opportunity to work remotely and be part of a diverse and inclusive team.

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

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