Team Lead, Client Experience Operations (Risk and Security)

Job description

## **Build something people love** Wealthsimple is Canada’s leading financial innovator. The company offers a full suite of simple, sophisticated financial products across managed investing, do-it-yourself trading, cryptocurrency, tax filing, spending and saving. Wealthsimple currently serves more than 4 million Canadians and holds over $169 billion in assets under administration. The company was founded in 2014 by a team of financial experts and technology entrepreneurs, and is headquartered in Toronto, Canada. We're proud of what we've built — and we're just getting started. Read our [Culture Manual](https://www.wealthsimple.com/en-ca/culture) and learn more about [how we work](https://www.wealthsimple.com/en-ca/careers). As **Team Lead, CXO Risk & Security**, you will lead a frontline squad of 6–12 CX Specialists at the intersection of Client Experience, Platform Security, and Risk Operations. You are accountable for protecting client assets, de-escalating high-stakes security inquiries, and developing high-performing talent in a fast-paced environment. **Core Deliverables & Accountability** - Actively manage intraday volume across risk channels to consistently hit input targets (adherence, handle time, tooling efficiency) and output benchmarks (FRT, resolution time, CSAT, QA pass rate, solves/hour). - Monitor real-time volume patterns for threat surges (such as credential stuffing or ATO waves) and dynamically reallocate squad capacity to balance risk containment with queue health. - Serve as the senior operational point of contact for complex fraud, social engineering, identity compromise, and AML red flags. - Partner directly with InfoSec, Fraud Ops, and Compliance to close feedback loops, refine frontline verification workflows, and reduce platform vulnerabilities. - Drive high performance through weekly 1:1s, monthly developmental sessions, and quarterly performance reviews. - Conduct regular quality calibrations to enforce strict compliance with regulatory, privacy, and security protocols without compromising client empathy. **Candidate Profile & Requirements** - Minimum 2+ years of formal people leadership experience (acting lead, squad captain, or escalation specialist) 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. ## **Why Wealthsimple?** 🌸 Top-tier health benefits and life insurance 📈 Long-term group savings with employer match, through Wealthsimple for Business 🌴 20 vacation days, 4 wellness days, and unlimited sick and mental health days per year\* ✈️ 90 days away: work outside Canada for up to 90 days per year\* 👥 Employee resource groups, including Rainbow (2SLGBTQ), Women of WS, and Black at WS 🌎 We are a hybrid team with over 1,500 employees across North America. The people are one of the best parts of working here: you'll collaborate with incredibly talented, curious, and driven teammates who are deeply committed to doing great work. \*Unlimited paid sick days, Wellness Days and the 90 day away program do not apply to certain roles. ## **ICYMI** **Technology & Innovation at Wealthsimple:** We move quickly and build thoughtfully. That means we're always looking for better ways to work — whether that's new tools, AI, or rethinking how we approach a problem. We don't expect you to have all the answers, but we do expect curiosity and a willingness to evolve alongside the products we're building. **Inclusion Statement:** We're building products for a diverse world, and we need a diverse team to do it well. We strongly encourage applications from everyone, regardless of race, religion, colour, national origin, gender, sexual orientation, age, marital status, or disability status. **Accessibility Statement:** We're committed to an accessible hiring experience. If you need any accommodations throughout the interview process, please let us know — we'll work with you to make sure you have what you need. We also welcome any feedback on how we can better accommodate candidates with accessibility needs. **AI in Hiring:** We may use artificial intelligence (AI) tools to support parts of our hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our team but don't replace human judgment – all final hiring decisions are made by people. If you have questions about how your data is used, reach out to us.