Role overview

Wealthsimple, Canada’s leading financial technology company serving over 4 million Canadians, is hiring a customer experience operations agent to support its rapidly growing user base. You will handle customer interactions across chat, phone, and email, addressing questions and issues that require thoughtful problem-solving rather than scripted responses. This is a fully remote position based anywhere in Canada.

Key responsibilities

Manage customer inquiries through chat, phone, and email from start to finish, handling a continuous flow of conversations.
Support customers with both straightforward questions and complex issues related to their investments and banking services.
Listen carefully to customer concerns, demonstrate empathy, and communicate with clarity and warmth in both French and English.
Take ownership of each case by identifying the root cause of problems, finding solutions even in unfamiliar situations, and following up to ensure nothing falls through the cracks.
Work according to an established schedule and meet clear targets for quality, productivity, and schedule adherence, which form the basis of performance evaluation.
Develop deep knowledge of Wealthsimple’s financial products and continue learning as they evolve.
Use coaching and quality feedback to continuously improve your skills and service delivery.

Requirements

Fluent in both French and English with clear and warm written and oral communication in both languages (essential requirement).
Customer service experience in any field, including technology, hospitality, retail, financial services, or similar industries.
Sound judgment and ability to make good decisions quickly, even when the answer is not obvious.
Strong emotional intelligence, including the ability to understand people well and remain calm in tense situations.
Self-reliance and determination to find answers independently.
Fast and accurate typing skills and agility in switching between different tools and systems without losing focus on the customer.
Comfort working within an established schedule and toward measurable targets.

What makes this role worth considering

This position is part of a team that shapes how Wealthsimple serves its customers every day at critical moments in their financial lives. The company is actively building better self-service tools and AI-driven solutions so your team can focus on conversations where human judgment makes the greatest difference. The role offers a 6-month initial contract with potential for extension and internal growth opportunities.