Role overview

Wealthsimple, Canada’s leading financial innovator serving over 4 million Canadians with managed investing, trading, cryptocurrency, tax filing, and spending products, is seeking a Senior Specialist in Incident Response. In this role, you will lead the company through high-stakes operational crises, managing communication and coordination across technical and business teams during major, complex, or reputation-sensitive incidents.

Key responsibilities

Deliver proactive, regular briefings to senior leadership while creating clear, transparent external communications such as status page updates, app and web banners, and client emails in Wealthsimple’s brand voice.
Translate technical information including system logs, error codes, and root cause analysis into plain-language explanations for clients and business stakeholders.
Determine when Legal or Compliance review is necessary during a crisis and integrate regulatory requirements into the incident response workflow.
Establish communication playbooks and writing standards for the team to ensure accuracy, speed, and empathy during real-time operational pressure.
Rapidly identify and engage the right stakeholders across Engineering, Product, Customer Experience, Legal, and Risk teams while anticipating and preventing downstream complications.
Manage executive expectations during high-severity situations without disrupting active response efforts, and partner with Data Science to measure incident impact and drive improvements through post-incident reviews.

Requirements

Minimum 5 years of experience in major incident response, crisis communications, or technical service operations within fintech, high-growth SaaS, or fast-paced digital product environments, with a demonstrated track record leading high-severity operational crises from start to resolution.
Ability to make rapid, decisive judgments under pressure with incomplete information, knowing when to take action, escalate, or hold back.
Exceptional skill in crisis communications and technical translation, able to process raw telemetry and engineering information and convert it into clear, empathetic client and executive messaging in real time.
Deep familiarity with modern tech workflows such as Slack and Notion, and comfort working in fast, distributed, asynchronous environments where clear documentation and alignment are critical.
Strong cross-functional thinking skills and ability to intuitively map organizational ripple effects and engage the right teams across the business.
Composure and capability to bring structure and clarity to high-stakes situations without a pre-existing playbook, and the ability to foster psychological safety during reputationally sensitive events.

What makes this role worth considering

Wealthsimple offers comprehensive health benefits, life insurance, long-term group savings with employer matching, and 20 vacation days plus 4 wellness days and unlimited sick and mental health days annually. The company supports a flexible work culture including the ability to work outside Canada for up to 90 days per year, and maintains employee resource groups focused on diversity and inclusion. You’ll collaborate with over 1,500 talented colleagues across North America in a hybrid environment built on curiosity and thoughtful innovation.