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 Team Lead for Client Experience Operations in Risk and Security. In this remote role, you will lead a frontline team at the intersection of client experience, platform security, and risk operations, protecting client assets while managing high-stakes security inquiries and developing talent in a fast-paced environment.

Key responsibilities

Manage intraday volume across risk channels to achieve input targets for adherence, handle time, and tooling efficiency, as well as output benchmarks for first response time, resolution time, customer satisfaction, quality assurance pass rates, and solves per hour.
Monitor real-time volume patterns for threat surges such as credential stuffing or account takeover waves and dynamically reallocate squad capacity to balance risk containment with queue management.
Serve as the senior operational point of contact for complex fraud, social engineering, identity compromise, and anti-money laundering red flags.
Partner directly with Information Security, Fraud Operations, and Compliance teams to close feedback loops, refine frontline verification workflows, and reduce platform vulnerabilities.
Drive high performance through weekly one-on-one meetings, monthly developmental sessions, and quarterly performance reviews with your team of 6–12 Client Experience Specialists.
Conduct regular quality calibrations to enforce strict compliance with regulatory, privacy, and security protocols while maintaining client empathy.

Requirements

Minimum two or more years of formal people leadership experience such as 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 and know-your-customer processes, anti-money laundering compliance, and core cybersecurity practices.
Demonstrated ability to de-escalate distressed or adversarial clients during critical security lockouts or active loss events.
Bilingual fluency in French and English, or relevant industry certifications such as Canadian Securities Course or ACAMS, is an asset.

What makes this role worth considering

Wealthsimple offers top-tier health benefits and life insurance, long-term group savings with employer match, 20 vacation days plus 4 wellness days and unlimited sick and mental health days per year, and the ability to work outside Canada for up to 90 days annually. You’ll join a hybrid team of over 1,500 employees across North America and collaborate with talented, curious, and driven colleagues committed to doing great work.