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CX Operations Associate Job in Canada
Wealthsimple , Canada

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1 Year
0 - 0
Job Type
Job Shift
Job Category
Requires Traveling
Career Level
As mentioned in job details
Total Vacancies
1 Job
Posted on
May 4, 2021
Last Date
Aug 4, 2021

Job Description

As the Client Experience Operations Associate, you will report to the Manager, Service Levels in CX Operations and be responsible for optimizing and maintaining processes related to service level achievement while supporting the improvement of the overall client experience. You will optimize processes related to service levels and support strategic operations projects. Our ideal hire is passionate about supporting the delivery of exceptional client experience.
Wealthsimple is on a mission to help everyone achieve financial freedom, no matter who they are or how much they have. Using smart technology, Wealthsimple takes financial services that are often confusing, opaque and expensive and makes them simple, transparent, and low-cost. We're the company behind some of Canada's leading digital financial products, and are growing faster than ever.
Our team is reimagining what it means to manage your money. Smart, high-performing team members will challenge you to learn and grow every day. We value great work and great ideas not ego. We're looking for talented people who love a fast-paced environment, and want to ship often and make an impact with groundbreaking ideas.
We’re a remote-first team and output is more important than face time, so where you choose to work is up to you as long as you have internet access, you can work from anywhere in Canada. Be a part of our Canadian success story and help shape the financial future of millions join us!
Read ourCulture Manualand learn more abouthow we work.
At Wealthsimple, we are building products for a diverse world and we need a diverse team to do that successfully. We strongly encourage applications from everyone regardless of race, religion, colour, national origin, gender, sexual orientation, age, marital status, or disability status. Wealthsimple provides an accessible candidate experience. If you need any accommodations or adjustments throughout the interview process and beyond, please let us know.In this role, you will:
  • Work with the rest of the Client Experience team to identify, develop and execute strategic projects that will support accelerated growth and improve client experience
  • Proactively tap into online forums like Reddit to predict volume drivers to the Client Success team and develop templates to help clients get the information they need faster
  • Diagnose and troubleshoot system errors and issues while working with the Service Level Manager to improve incident triage and reporting
  • Complete Client Success incident post-mortems to evaluate vendor performance and system stability
  • Build workflows, triggers and notifications to support internal business processes
  • Monitor and maintain reports on Client Success channel volumes, making real-time recommendations to achieve targets
  • Maintain data integrity of tickets to better understand ticket drivers and to uncover the root cause of client pain points and toil
  • Support internal stakeholders like Client Success Team Leads in requests for data related to service levels
  • Communicate regularly with external vendors to ensure systems are being utilized in an optimized manner
Skills we’re looking for:
  • Client Success / Sales Operations Experience - Has 1-2 years of experience in client experience or sales operations experience helping to drive strategic projects, support backend processes and drive efficiency
  • Data and Analytics - Strong analytical and problem-solving skills with superior attention to detail. Experience using SQL is a strong asset.
  • Action orientation - A clear bias for action and ability to act without being told what to do, takes full ownership over work and seeks help and input when needed
  • Passion for clients - Is incredibly passionate about our clients and our products
  • Collaboration - Excellent interpersonal skills and an ability to work cross-functionally with a wide range of stakeholders
  • Prioritization amp; problem-solving - Knows how to break down complex problems and identify root causes. Knows how to balance what needs to be done with what’s possible to do. Understands the scope of an issue and its priority

Job Specification


Information Technology and Services - New York City, United States