Incident Response Specialist

2 weeks ago

Toronto, Ontario, Canada Wealthsimple Full time
Job Summary

Wealthsimple is seeking a highly skilled Incident Response Specialist to join our team. As an Incident Response Specialist, you will be responsible for improving the Client Experience (CX) within Incident Response. This involves transforming incident communications into understandable and straightforward updates and resources that empower our Client Success (CS) team to better assist clients.

Key Responsibilities
  • Contribute to the improvement of the Client Experience (CX) within Incident Response.
  • Transform incident communications into understandable and straightforward updates and resources that empower our Client Success (CS) team to better assist clients.
  • Share updates with clients through our public-facing status page, app banners, and working with our internal teams to share clear and timely information whenever needed.
  • Participate in larger initiatives that improve the incident process in order to minimize the impact on our clients during incidents.
  • Participate in incident retrospectives and actively working to improve our processes.
  • Be a liaison between Engineering/Product and Client Success by advocating for the client experience during incidents.
  • Document new learnings from incidents, including trends, how clients are being impacted, and how we can improve for the future.
  • Deliver an amazing client experience; no matter what - do what's right for each client.

Requirements
  • Client Success Experience: Has 1-2 years of experience with clients or sales operations, helping to provide feedback for strategic projects that support backend processes and drive efficiency.
  • Technical Interest: Has either a technical background or an interest in product engineering to understand the contributing factors of the incidents.
  • Strong Communication: Clear, concise communication is a must. Communicating in a variety of styles and forms will be necessary as the company grows. Technical writing experience is a bonus.
  • Critical Thinking: Ability to make decisions under pressure with all the information provided. Learning from these 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. Knows how to balance what needs to be done with what's possible. Understands the scope of an issue and its priority.
  • Action Orientation: A clear bias for action and ability to act without being told what to do, takes ownership of necessary tasks, and seeks help and input when needed.
  • Collaboration: Excellent interpersonal skills and an ability to work cross-functionally with a wide range of stakeholders.
  • Passion for Clients: Is incredibly passionate about our clients and our products.

Why Wealthsimple?
Wealthsimple is a remote-first team with over 1,000 employees coast to coast in North America. We're a Canadian success story and we're helping shape the financial future of millions. We're committed to building products for a diverse world and we need a diverse team to do that successfully. We strongly encourage applications from everyone regardless of race, religion, colour, national origin, gender, sexual orientation, age, marital status, or disability status. We provide an accessible candidate experience and we're continuously working to improve our accessibility practices. If you need any accommodations or adjustments throughout the interview process and beyond, please let us know, and we will work with you to provide the necessary support and make reasonable accommodations to facilitate your participation.

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