Team Lead, Client Experience

In this role, you will have the opportunity to:

• Manage Client Experience Associates (CXA) in delivering amazing client experiences through performance management, coaching and development. This means that you live our do what’s right for each client value at your core and sweat the details when coaching your colleagues.
• Be accountable for a group of CXAs (10-15) performance and monitoring. This means achieving or exceeding team; output goals, quality of client interactions as measured by CSAT and AQS (internal QA score), and achieving ticket service level agreements (SLAs).
• Assist in employee development/coaching/mentoring and pivot employees across support channels (email, chat, phone) or interaction types to achievement of team goals.
• Deliver CXA performance evaluations, create and facilitate employee development plans, and complete delegated work assignments with high quality.
• Actively get your hands dirty and engage directly with clients. This would include managing client escalations by pulling in appropriate stakeholders to drive solutions for these challenging situations.
• Contribute to driving process and operational improvements within your domain.

What does the ideal candidate look like?

• Possess a passion, curiosity, and energy for finance + investing. You understand the ins and outs of wealth management, trading, and more importantly - know how to explain these concepts simply. This passion means you are constantly learning and trying to achieve mastery over any subject domain you explore.
• 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 and provide congratulations when earned and step in to help course correct when things are off.
• Thrive in client-facing situations. At Wealthsimple, our client 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
• Goes beyond simply resolving the problem at hand - help identify, if not solve the root cause issues as to why we are getting tickets in the first place.

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 & 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 teams 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.
• Problem solver - You can identify what the root cause of an issue may be and work to find a solution to the problem.

Requirements

• Minimum 3 years client facing work experience
• Have a proven track record of success (can be backed up with measurable results)
• Have experience owning client escalations

Nice-to-haves

• Coaching experience
• Bilingual with a fluency in French and English
• Previous experience in a financial institution or technology startup
• Bonus points if you are already a Wealthsimple client!