Client Experiences Manager, Transfers

Your career is an investment that grows over time
Wealthsimple is on a mission to help everyone achieve financial freedom by reimagining what it means to manage your money. Using smart technology, we take financial services that are often confusing, opaque and expensive and make them transparent and low-cost for everyone. We're the largest fintech company in Canada, with over 3+ million users who trust us with more than $100 billion in assets.

Our teams ship often and make an impact with groundbreaking ideas. We're looking for talented people who keep it simple and value collaboration and humility as we continue to create inclusive and high-performing teams where people can be inspired to do their best work.

Our Client Experiences team works closely with every part of Wealthsimple, learning the intricacies of how we deliver delightful client experiences. At Wealthsimple, we are maker-owners, we believe that simple is better, and we do what's right for each client. As a Client Experience Manager, you will be helping shape the future of our front line client experience.

In this role, you'll have the opportunity to:

• Own elevated client experience processes such as (but not limited to) High Risk Escalation, Tax Experts, High Net Worth, Onboarding including design, project management and implementation
• Combination of IC work and team leadership, leading CXAs, SCXAs and TLs.
• Empower a motivated team of client experience associates and team leads to deliver an amazing client experience; no matter what - do what's right for each client. This means setting the tone for a feedback culture and getting your hands dirty with team leads to ensure everyone has the resources and competencies they need to be successful
• Act as the subject matter expert for your assigned client experiences and work to continuously improve the employee and client experience. This will include working with Senior Managers or the Senior Director of Client Experiences to set the Vision, Mission, and OKRs (objectives and key-results) for your experiences
• Be accountable for meeting or exceeding KPIs (key performance indicators); Capacity, Quality (CSAT, and QA), and SLAs (service level agreements)
• Build solid feedback loops with Product Managers to elevate client pain points and drive solutions to root-causes with Senior Managers or the Director of Client Success
• Work across multiple teams including Product, Marketing, Sales, Training and Quality Assurance to identify operational and workflow improvements that drive productivity with an innovative approach
• Ability to handle tickets that are escalated or part of the backlog as we scale where needed.

What does the ideal candidate look like?

• You want to make a difference We are a small team effectively reshaping how people look at the industry and customer service. We need people who 'get it' and want to play an integral part in helping us accomplish this mission and are persistent in getting the job done
• You have a proven track record leading a team. You enjoy and are well versed in coaching team leads and individual contributors to elevate their performance. This means you understand traditional customer support KPIs and think creatively about how you can measure and create awesome client experiences at scale
• Have great analytical and prioritization skills. You know how to balance what needs to be done with what's possible to do. You understand the scope of an issue and its priority - 'this is how things are done' is not in your vocabulary
• Understand how everything we do at Wealthsimple impacts the client experience. You feel comfortable forecasting capacity requirements, optimizing service channels, and leveraging data to improve team workflows. You feel comfortable designing and imagining future processes, tools, workflows to create new elevated client experiences
• Thrive in client-facing situations. At Wealthsimple, our client always come first, and we love the thrill of turning a client's frustration into a great experience. You are willing to get your hands dirty to help the team and our clients
• Resiliency is key because our journey will have its fair share of challenges to overcome. We are looking for people that see the world as glass half full and approach these challenges as opportunities to provide a better client experience
• Want a career that makes getting up each morning exciting This is not an average role, and you'll have the ability to make an impact
• You have a deep understanding and experience with implementing projects.

Skill you'll bring:

• 2-4 years + people management experience
• 4-6 years of experiences standing up new processes/teams
• A proven track record of success - can demonstrate measurable and meaningful results from previous experience
• Coaching team-lead experience
• Experience working with cross functional teams (Marketing, Sales, Product, Engineering, and/or Operations) to drive meaningful improvement to the client experience
• People leadership - experienced at leading, coaching, and driving others to action (Client Success, financial services or startup team would be a plus)
• Collaboration - awesome people skills and a positive attitude. Your team will interact with hundreds of clients each day through a variety of channels (phone, online). You will also be a direct link with product and operations teams to continuously improve our client experience
• Proactive & assertive - acts without being told what to do. Takes full ownership over work and proactively seeks help and input when needed
• Organization & planning - Plans, organizes, and schedules in a productive manner, allowing for a focus on key priorities. This also means you are results driven, always making sure the best outcomes are attained given constraints
• Ability to learn and establish themselves as an expert - demonstrates a natural curiosity. Approaches all situations with a growth mindset, willing to explore, learn and establish themselves as an expert in critical areas of the role
• Communication - You understand that in this role you will need to work directly with a Senior Manager or Director of Client Success to help communicate the teams strategy and tactics. This involves pulling information from management, synthesizing this information, and then delivering it to help motivate and inspire the team. You will also need to know how to pull up information from the team and communicate this information to influence long-term strategy and tactics

Why Wealthsimple?
Competitive salary with top-tier health benefits and life insurance

Retirement savings matching plan using Wealthsimple for Business

20 vacation days per year and unlimited sick and mental health days

Up to $1,500 per year towards wellness and professional development budgets respectively

90 days away program: Employees can work internationally in eligible countries for up to 90 days per calendar year

A wide variety of peer and company-led Employee Resource Groups (ie. Rainbow, Women of Wealthsimple, Black @ WS)

Company-wide wellness days off scheduled throughout the year

We're a remote-first team, with over 1,000 employees coast to coast in North America. Be a part of our Canadian success story and help shape the financial future of millions — join us

Read our Culture Manual and learn more about how we work.

Technology & Innovation at Wealthsimple
We believe the future belongs to those who innovate boldly. At Wealthsimple, every team member is expected to lean into new technologies, including AI, and tooling to rethink how we work, solve problems faster, and create even greater value. We're looking for people who are not just comfortable with change but energized by it. Our commitment is to build a company that evolves at the pace of the world around us, and we want you to help lead that future.

DEI Statement
At Wealthsimple, we are 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.

Accessibility Statement
Wealthsimple provides an accessible candidate experience. 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. We are continuously working to improve our accessibility practices and welcome any feedback or suggestions on how we can better accommodate candidates with accessibility needs.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.