Team Lead, Client Experience Operations – Risk and Security

🔥 0 minutes ago

🇨🇦 Canada – Remote

💵 CA$70k - CA$85k / year

⏰ Full Time

🟠 Senior

👮‍♂️ Cybersecurity / Security Engineer

👻 Ghost score 0%

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Wealthsimple

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2014

💼 Consulting

🛡️ Insurance

💳 Fintech

💰 $393M Series E - Wealthsimple on 2025-10

Consulting • Insurance • Fintech

Wealthsimple is a Canadian financial technology company that provides consumer banking, investing, and wealth management services. It offers chequing accounts, savings, credit cards, self-directed trading (stocks, ETFs, options), cryptocurrency trading, managed portfolios, tax services, and advisory wealth management for high-net-worth clients. Wealthsimple combines digital-first banking and low-fee investing products aimed at retail customers, along with tools and educational content to support personal finance.

📋 Description

• Lead a frontline squad of 6–12 CX Specialists at the intersection of Client Experience, Platform Security, and Risk Operations • Actively manage intraday volume across risk channels to hit input targets and output benchmarks • Monitor real-time volume patterns for threat surges and dynamically reallocate squad capacity • Serve as senior operational point of contact for complex fraud, social engineering, identity compromise, and AML red flags • Partner with InfoSec, Fraud Ops, and Compliance to refine verification workflows and reduce platform vulnerabilities • Drive performance through weekly 1:1s, monthly developmental sessions, and quarterly performance reviews • Conduct quality calibrations to enforce regulatory, privacy, and security protocols while maintaining client empathy

🎯 Requirements

• Minimum 2+ years of formal people leadership experience with a track record of driving measurable performance improvements • Practical understanding of retail fintech risk vectors, including account takeovers, social engineering, identity verification (KYC), AML, and core cybersecurity hygiene • Demonstrated mastery in de-escalating distressed or adversarial clients during critical security lockouts or active loss events • Bilingual fluency in French and English, or relevant industry certifications (CSC, ACAMS), is an asset • Availability for rotational shifts between 8:00 AM and 8:30 PM EST, across 7 days a week • Full-time availability for 40 hours per week • Legally eligible to work in Canada • Permanent residence in Canada

🏖️ Benefits

• Top-tier health benefits and life insurance • Long-term group savings with employer match, through Wealthsimple for Business • 20 vacation days per year • 4 wellness days per year • Unlimited sick and mental health days per year* • Work outside Canada for up to 90 days per year* • Employee resource groups, including Rainbow (2SLGBTQ), Women of WS, and Black at WS • Equity compensation for permanent employees • Hybrid team collaboration across North America