Team Lead, Client Experience Operations (Weekend Coverage)

Wealthsimple
Canada
Workplace: RemoteFull timeCAD 68,000 - 85,000 annuallyFunction: Administration & Executive AssistanceSkills: ["Coaching","Leadership","Communication","Data analysis","Client management"]

Lead a team of 10–15 Client Experience Associates providing 7-days-a-week support for core banking and spend products. Drive performance using adherence, handle time, FRT, resolution time, CSAT, and QA scores; optimize intraday queue and channel volumes; coach and develop the team through 1:1s and quarterly reviews. Handle complex client escalations hands-on and partner with cross-functional teams to resolve systemic issues.

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Wealthsimple
Wealthsimple
2 days ago

Team Lead, Client Experience Operations (Weekend Coverage)

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Source: Company careers pageValidated by: Fursa AI
Last checked: 5 hours agoStatus: Live

Job Summary

Lead a team of 10–15 Client Experience Associates providing 7-days-a-week support for core banking and spend products. Drive performance using adherence, handle time, FRT, resolution time, CSAT, and QA scores; optimize intraday queue and channel volumes; coach and develop the team through 1:1s and quarterly reviews. Handle complex client escalations hands-on and partner with cross-functional teams to resolve systemic issues.
Location: Canada
Workplace: Remote
Employment Type: Full time
Job Function: Administration & Executive Assistance
Seniority: Manager level

Key Responsibilities

  • •Accountable for daily contact center operations supporting Wealthsimple’s core banking and spend products.
  • •Drive team performance using input/output metrics (adherence, handle time, FRT, resolution time, CSAT, QA).
  • •Optimize intraday channel volume and queue allocation based on real-time needs.
  • •Coach and develop team members through weekly 1:1s, structured coaching, monthly career growth sessions, and quarterly performance reviews.
  • •Handle complex escalations directly with clients and collaborate with Product, Risk, and Ops to resolve systemic issues.
Travel: Medium travel

Pay and Benefits

Salary: CAD 68,000 - 85,000 annually
Equity and Bonus:Equity
Perks:Health InsuranceLife InsurancePaid Leave

Key Requirements

  • •Fully available to work all 5-day shift rotations, including weekend coverage.
  • •Experience leading teams or similar people leadership (coaching and performance management).
  • •Strong knowledge of banking operations, including credit cards, bank drafts, and day-to-day transaction workflows.
  • •Comfort analyzing operational data (adherence, handle time, queue/occupancy, and performance metrics) to drive results.
  • •Ability to handle complex, high-priority client escalations and maintain a high quality bar through QA.
Skills:CoachingLeadershipCommunicationData analysisClient management
Certifications:Canadian Securities Course (CSC)

Company Brief

Wealthsimple
Wealthsimple is a Canadian fintech offering automated investing, savings, tax filing, crypto trading, and cash accounts with a focus on low-cost, user-friendly financial services for retail customers.
Industry: Wealth Management
Company Size: Enterprise (1,001+ employees)
Growth: Scaleup
Valuation: Unicorn (USD 1B+)
Headquarters: Toronto, Canada
Founded: 2014
WebsiteLinkedIn