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Wealthsimple, Canada's leading fintech serving 4+ million customers with $155B+ in assets under administration, is hiring a Team Lead for Client Experience Operations to manage a 10–15 person team supporting core banking and spend products (credit cards, bank drafts, day-to-day transactions).
You will own daily contact center operations, coach and develop team members, monitor performance metrics, and handle complex client escalations. Key responsibilities include driving operational metrics (adherence, handle time, FRT, CSAT, QA scores), conducting weekly 1:1s and quarterly reviews, overseeing banking and spend operations, engaging directly with high-priority escalations, and collaborating cross-functionally with Product, Risk, and Ops teams to resolve systemic issues.
The role requires full availability to work rotating 5-day shifts including weekends (Schedule 1: Wed–Sun; Schedule 2: Tue–Sat; Schedule 3: Sun–Thu). You must be a natural coach, results-driven, client-obsessed, and possess solid banking operations knowledge. Nice-to-haves include bilingual French/English fluency, Canadian Securities Course certification, prior banking/credit card support leadership experience, and retail banking compliance knowledge.
Wealthsimple offers top-tier health benefits, employer-matched group savings, 20 vacation days plus 4 wellness days and unlimited sick/mental health days, 90 days remote work outside Canada annually, and active employee resource groups. The company operates as a hybrid team with 1,500+ employees across North America, emphasizing diversity, inclusion, and a culture of thoughtful innovation.
