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Team Lead, Client Experience

Wealthsimple

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See open jobs at Wealthsimple.See open jobs similar to "Team Lead, Client Experience" Alkeon Capital.

Canada

Posted on Dec 6, 2023

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 $20 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.

Wealthsimple is a financial services company on a mission to help everyone achieve financial freedom by providing products and advice that are accessible and affordable. Using smart technology, Wealthsimple takes financial services that are often confusing, opaque and expensive and makes them simple, transparent, and low-cost. Read our Culture Manual to learn more about us and how we work.

Our team is working together to build one of the most innovative fintech companies in the world. We're looking for talented people who want to help us move fast, ship often and make a huge impact. Join us on our mission to make financial services simple and affordable for everyone.

Our Client Success team works closely with every part of Wealthsimple, learning the intricacies of how we build products, manage clients' money, and most importantly keep clients happy through direct engagement. At Wealthsimple, we are maker-owners, we believe that simple is better, and we do what's right for each client.

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. Wealthsimple provides an accessible candidate experience. If you need any accommodations or adjustments throughout the interview process and beyond, please let us know.

In this role, you'll:

Accountable for a group of premium CXAs (10-15) performance and monitoring (input and output metrics

a. Input Metrics: adherence, handle time, missed pings (live services), resourcefulness

b. Output Metrics; First Response Time, Resolution Time, CSAT, QA, Solves/Hour

c. Intraday channel optimization

Lead employee development/coaching/mentoring

a. Weekly 1:1

b. Monthly Grow

c. Quarterly Performance Review

Actively get your hands dirty and engage directly with clients by assisting premium CXAs with challenging cases or through escalations
Set a high quality bar through consistent QA evaluations and provide timely feedback to individuals and team
Be an active participant in evolving the team. This is a new team and it is important you can amplify what is working and spot what isn’t working so we can improve over time
Given the agnostic nature of premium, you will have to develop a broad knowledge of Wealthsimple products and services. To ensure we can effectively drive the best outcomes for our most valuable clients, you must have the ability to effectively work with cross-functional stakeholders to get things done

What does the ideal candidate look like?

Possess a passion, curiosity, and energy for our products and services. You are constantly learning and using our products to refine your knowledge
You are a natural coach! You are at your best when you are helping those around you be successful and you have a proven track record of success! This goes beyond just teaching your colleagues best practices, it includes assisting in development plans that help achieve your colleagues’ career goals
Accountable to results. You are on top of your team’s performance (daily) and provide congratulations when earned and step in to help course correct when things are off
Thrive in client-facing situations. At Wealthsimple, our clients always come first and you are an expert in de-escalation. You get energy from turning challenging client situations into memorable client experiences
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
Understand our principle of debate and commit - you feel comfortable defending your position and will focus on executing a decision after it has been made
Set a high bar. This team services Wealthsimple’s most valuable clients and we are the best of the best

Core Capabilities:

Coaching - You have great people skills and know how to give and receive feedback. You tailor your approach and make those around you better
Attention to Detail - You sweat the details. You know what top tier performance looks like because you have been a top tier performer and you know how to find the details that help your colleagues take performance to the next level
Proactive and Assertive - You spot opportunities before they become problematic. This can be team KPIs, individual performance, or client escalations. When you spot an opportunity, you jump on it
Communication - You understand that in this role you will need to work directly with the team manager to help communicate the team's 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 your manager to influence strategy and tactics
Results Driven - Wealthsimple is a data driven organization and you feel comfortable using and manipulating data to drive insights that help drive tangible team results

Requirements:

Minimum 3 years people leadership experience
Have a proven track record of success (can be backed up with measurable results)
Have experience owning client escalations
Coaching someone to the next level in their career

Nice-to-haves (but not necessary):

Bilingual with a fluency in French and English
CSC

Why Wealthsimple?

🤑 Competitive Salary

📈 Retirement savings matching plan using Wealthsimple Work

🌴 20 vacation days per year

🛫 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) Employee Resource Groups

💖 Company-wide wellness days off scheduled throughout the year

We’re a remote-first team, with over 1000 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.

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.