Team Lead, Client Experience Operations – Weekend Coverage

🔥 14 hours ago

🇨🇦 Canada – Remote

💵 CA$68k - CA$85k / year

⏰ Full Time

🟠 Senior

⚙️ Operations

👻 Ghost score 0%

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Wealthsimple

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2014

💼 Consulting

🛡️ Insurance

💳 Fintech

🔥 Funding within the last year

💰 $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 team of 10–15 Client Experience Associates supporting core banking and spend products • Manage daily contact center operations and real-time channel volume and queue allocation • Monitor input metrics including adherence, handle time, missed pings, resourcefulness, and occupancy • Monitor output metrics including First Response Time, Resolution Time, CSAT, QA scores, Solves/Productive Hour, and Public Comments/Productive Hour • Conduct weekly 1:1s and structured coaching sessions • Facilitate Monthly Career Growth Sessions and complete Quarterly Performance Reviews • Support credit card inquiries, bank draft requests, and routine banking transactions • Ensure coverage, training, and quality control across banking products • Handle challenging client cases and high-priority escalations directly • Conduct QA evaluations and provide actionable feedback • Identify operational friction and improve team operations • Collaborate with Product, Risk, and Operations stakeholders to resolve systemic client issues

🎯 Requirements

• Full availability for all weekend-inclusive 5-day shift rotations: Wednesday–Sunday, Tuesday–Saturday, and Sunday–Thursday • Experience and capability to lead 10–15 Client Experience Associates • Solid knowledge of credit cards, bank drafts, daily retail banking workflows, and banking operations • Ability to deliver clear, tailored coaching and performance feedback • Strong attention to detail in QA and operational metrics • Ability to synthesize strategy, motivate a team, and escalate frontline insights to leadership • Comfortable analyzing operational data and identifying trends • Ability to handle high-stakes client-facing situations and complex escalations • French and English bilingual fluency is a nice-to-have • Canadian Securities Course (CSC) certification is a nice-to-have • Prior experience leading banking or credit card support teams is a nice-to-have • Working knowledge of retail banking regulations and compliance requirements is a nice-to-have • Legally eligible to work 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 • Ability to 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