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Incident Response Specialist

2 months 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 our Client Experience (CX) within Incident Response
  • Transform incident communications into clear, concise updates and resources that empower our Client Success (CS) team
  • Share updates with clients through our public-facing status page, app banners, and collaborate with internal teams to share timely information
  • Participate in larger initiatives to improve the incident process and minimize client impact
  • Participate in incident retrospectives and actively work to improve our processes
  • Act as a liaison between Engineering/Product and Client Success, advocating for the client experience during incidents
  • Document new learnings from incidents, including trends, client impact, and opportunities for improvement
  • Deliver an exceptional client experience, always doing what's right for each client
Requirements:
  • 1-2 years of experience with clients or sales operations, providing feedback for strategic projects that support backend processes and drive efficiency
  • 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, with the ability to make decisions under pressure and learn from them
  • 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 necessary tasks
  • Collaboration skills, with excellent interpersonal skills and the ability to work cross-functionally with 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 towards wellness and professional development budgets. Plus, you'll have the opportunity to work remotely and be part of a diverse, 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 and beyond, please let us know, and we'll work with you to provide the necessary support.