Team Lead, Client Experience Operations (Weekend Coverage)
What you'll need to apply
Fields this application requires
Company-specific questions
- This role requires weekend availability following 3 rotational schedules that fulfill one or both days on the weekend. I have reviewed this require and I confirm:
- Select the option that best reflects your current knowledge across Canadian retail banking operations.
- One of your most tenured and reliable CXAs has seen a sharp 15% drop in productivity (Solves/Productive Hour) over the last two weeks, and their intraday adherence has been slipping (logging in late from breaks). However, their QA scores and CSAT remain flawless. Meanwhile, the core banking queue is currently surging with complex credit card inquiries and wait times are spiking.
- A high-value client is furiously demanding to speak to a manager. They requested a large bank draft for a home purchase closing tomorrow, but due to a rare system glitch, the funds were locked on the backend, and the draft hasn't been issued. The CXA who took the ticket is panicked because they promised the client it would be ready today.
- It’s 2:00 PM on a Saturday. Your weekend team of 12 CXAs is experiencing a 200% surge in chat volume due to an unexpected interbank EFT processing delay that is preventing client funds from reflecting in their accounts. Clients are panicked, First Response Time (FRT) is spiking, and two of your top-performing CXAs are getting visibly stressed handling back-to-back angry escalations. Meanwhile, a high-net-worth Generation client sends an urgent escalation demanding a manual credit override right now because their bank draft for an escrow closing on Monday hasn't cleared. Product/Eng has acknowledged the payment rail delay on Slack, but there is no estimated resolution time (ETR) yet.essay
About this role
Employer-provided description, formatted for easier reading.
Build something people love
Wealthsimple is Canada’s leading financial innovator. The company offers a full suite of simple, sophisticated financial products across managed investing, do-it-yourself trading, cryptocurrency, tax filing, spending and saving. Wealthsimple currently serves more than 4 million Canadians and holds over $155 billion in assets under administration.
The company was founded in 2014 by a team of financial experts and technology entrepreneurs, and is headquartered in Toronto, Canada.
We're proud of what we've built — and we're just getting started. Read our Culture Manual and learn more about how we work .
Schedule & Availability Requirement
To ensure we deliver seamless, world-class banking support for our clients 7 days a week, this role requires full availability to work all of the following 5-day shift rotations (including weekend coverage):
- Schedule 1: Wednesday – Sunday
- Schedule 2: Tuesday – Saturday
- Schedule 3: Sunday – Thursday
Candidates must be fully aligned with working a weekend schedule prior to applying.
About the Role
As a Team Lead, CXO Banking , you will be accountable for a team of 10–15 Client Experience Associates (CXAs) who support Wealthsimple’s core banking and spend products (including credit cards, bank drafts, and day-to-day transactions).
This is a high-impact leadership role servicing our most valuable clients. You will manage daily contact center operations, coach and develop your team, monitor performance metrics, and actively handle complex escalations to ensure we maintain an exceptional quality bar.
In this role, you will:
- Drive Team Performance & Operational Metrics:
- Input Metrics: Adherence, handle time, missed pings (live services), resourcefulness, and occupancy.
- Output Metrics: First Response Time (FRT), Resolution Time, CSAT, QA scores, Solves/Productive Hour, and Public Comments/Productive Hour.
- Intraday Optimization: Manage real-time channel volume and queue allocation.
- Lead Employee Coaching & Development:
- Conduct weekly 1:1s and structured coaching sessions.
- Facilitate Monthly Career Growth Sessions and complete Quarterly Performance Reviews.
- Oversee Banking & Spend Operations:
- Support credit card inquiries, bank draft requests, and routine banking transactions.
- Ensure appropriate coverage, training, and quality control across banking products.
- Get Hands-on with Escalations:
- Engage directly with clients on challenging cases or high-priority escalations.
- Set a high quality bar through consistent QA evaluations and actionable feedback.
- Build & Evolve Team Operations:
- Identify operational friction, amplify what works, and fix what doesn't.
- Collaborate with cross-functional stakeholders (Product, Risk, Ops) to resolve systemic client issues.
Who You Are
- A Natural Coach: You thrive on helping others succeed, building targeted development plans, and bringing out the best in your team.
- Accountable & Results-Driven: You monitor daily team performance, celebrate wins, and step in quickly to course-correct when metrics dip.
- Client-Obsessed De-escalator: You excel in high-stakes, client-facing situations and turn challenging scenarios into positive experiences.
- Banking Domain Expert: You understand how credit cards, bank drafts, and day-to-day transaction mechanics work under the hood.
- Resilient & Assertive: You approach operational challenges with a positive mindset, defend your positions during team debates, and execute decisively once choices are made.
Core Capabilities
- Banking Operations Knowledge: Solid grasp of credit cards, bank drafts, and daily retail banking workflows.
- Coaching & People Leadership: Ability to deliver clear, tailored feedback that drives performance.
- Attention to Detail: Deep understanding of what top-tier performance looks like and how to spot micro-details in QA/metrics.
- Proactive Communication: Ability to synthesize strategy from senior management, motivate your team, and escalate frontline insights up to leadership.
- Data Literacy: Comfortable analyzing operational data to spot trends and drive tangible results.
Nice-to-Haves
- Bilingual fluency in French and English .
- Canadian Securities Course ( CSC ) certification.
- Prior experience leading banking or credit card support teams.
- Working knowledge of retail banking regulations and compliance requirements.
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
🌎 We are a hybrid team with over 1,500 employees across North America. The people are one of the best parts of working here: you'll collaborate with incredibly talented, curious, and driven teammates who are deeply committed to doing great work.
ICYMI
Technology & Innovation at Wealthsimple: We move quickly and build thoughtfully. That means we're always looking for better ways to work — whether that's new tools, AI, or rethinking how we approach a problem. We don't expect you to have all the answers, but we do expect curiosity and a willingness to evolve alongside the products we're building.
Inclusion Statement
We're building products for a diverse world, and we need a diverse team to do it well. We strongly encourage applications from everyone, regardless of race, religion, colour, national origin, gender, sexual orientation, age, marital status, or disability status.
Accessibility
Statement: We're committed to an accessible hiring experience. If you need any accommodations throughout the interview process, please let us know — we'll work with you to make sure you have what you need. We also welcome any feedback on how we can better accommodate candidates with accessibility needs.
AI in Hiring
We may use artificial intelligence (AI) tools to support parts of our hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our team but don't replace human judgment – all final hiring decisions are made by people. If you have questions about how your data is used, reach out to us.