# Team Lead, Client Experience Operations (Risk and Security)

**Company**: Wealthsimple
**Location**: Remote (Canada)
**Work arrangement**: remote
**Experience**: senior
**Job type**: full-time
**Salary**: CA$70K - CA$85K
**Category**: Operations
**Industry**: Finance

**Apply**: https://jobs.ashbyhq.com/wealthsimple/71b6c301-fb0b-4e1b-a8a9-a86b5bcf7e29?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_3a1f73b8-5b2

## Description

Wealthsimple is looking for a Team Lead, Client Experience Operations (Risk and Security) to lead a frontline squad of 6–12 CX Specialists at the intersection of Client Experience, Platform Security, and Risk Operations.

As Team Lead, CXO Risk & Security, you will be accountable for protecting client assets, de-escalating high-stakes security inquiries, and developing high-performing talent in a fast-paced environment.

Core deliverables and 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 and 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

## Skills

### Required
- risk management
- security operations
- client experience
- leadership
- communication

### Nice to have
- French
- CSC certification
- ACAMS certification

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Source: [Apply at jobs.ashbyhq.com](https://jobs.ashbyhq.com/wealthsimple/71b6c301-fb0b-4e1b-a8a9-a86b5bcf7e29?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)