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