Agent, Client Experience - Toronto, ON - Hybrid (Fixed Term Contract)

Location: Remote (Canada) Workplace: Remote 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 $169 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 https://www.wealthsimple.com/en-ca/culture and learn more about how we work https://www.wealthsimple.com/en-ca/careers. Client Experience Operations is responsible for how Wealthsimple shows up for its clients every single day. We handle the real interactions, email, live chat, and phone, and the moments that decide whether someone trusts us with their financial life. Our north star is simple: fast, frictionless, reliable support that delights the people we serve. Wealthsimple is growing quickly, and more Canadians start using our platform every day. As we grow, we're working just as hard to make support less necessary. We fix the root causes of common problems and build better self-serve tools, including AI, so clients can sort out simple things on their own. That frees our team to focus on the conversations where a person makes the biggest difference.   - The Timeline: This is a 6-month contract starting January 4th, 2027, with strong possibilities for extension and conversion to permanent full-time based on business needs and your performance! - The Hours: Full-time, 8-hour shifts (including weekends and holidays) rotating between 8:00 AM and 8:30 PM. - The Location: Hybrid. You must reside in the Toronto/GTA area and have the legal right to work in Canada. - The Nesting Period: After your remote training (Weeks 1 and 2), to set you up for absolute success, you will spend up to 6 full weeks in-office (Mon-Fri) at our 80 Spadina Avenue headquarters for training. After that, you transition to our standard hybrid/remote model.   ABOUT THE ROLE When something isn't working the way a client expected, you're the person who makes it right. You'll help clients over live chat, live calls, and email, taking on questions and problems that need real thought, not a script. Some days that means untangling something complicated; other days it means calming someone down and walking them through it step by step. It's demanding, structured work, and it takes good judgement, emotional intelligence, and the ownership to see each case through. Done well, it's one of the most important jobs at Wealthsimple. WHAT YOU'LL DO - Spend your workday helping clients over live chat, live call, and email, handling a steady flow of conversations from start to finish. - Help with the things clients care about most, from quick questions to complex issues with their investments or banking. - Listen closely, put yourself in the client's shoes, and communicate with the clarity, warmth, and care that clients should expect every time they talk to Wealthsimple. - Own every case you take on: Dig into what's really going wrong, track down the answer even when it's a situation you haven't seen before, and follow up so nothing falls through the cracks. - Work to a set schedule and meet clear targets for quality, productivity, and schedule adherence. These are a core part of how success is measured in this role. - Build deep knowledge of Wealthsimple's products and the financial concepts behind them, and keep learning as they change. - Use coaching and quality feedback to keep sharpening your craft. SKILLS YOU BRING - Experience serving customers or clients, in tech, hospitality, retail, financial services, or another field. - Sound judgement and the ability to make good calls quickly, even when the answer isn't obvious. - Strong emotional intelligence, including reading people well and staying composed when they're upset. - Clear, warm written and spoken communication in English. - The resourcefulness and determination to find answers on your own. - Fast, accurate typing and the agility to move quickly between several tools and systems without losing focus on the client. - Comfort working to a set schedule and measurable targets. NICE TO HAVE - 1–2 years of experience in financial services - Fluency in both English and French WHO YOU ARE You take ownership. When a client brings you a problem, it becomes your problem until it's solved. You don't pass it along and hope for the best. You're curious about how things work, and resourceful when the answer isn't right in front of you. You care about the people you're helping, and it shows: you can tell when someone is anxious about their money, and you know how to steady the conversation. And you have the determination to do this well day after day, even when the queue is busy and the problems are tough. You don't need a background in finance. People coming from tech, hospitality, or retail often bring exactly the skills this job needs. What matters most is curiosity, resourcefulness, a habit of solving problems yourself, and real care for clients. HOW YOU'LL GET STARTED You'll learn what you need to know once you're here. Our onboarding is designed so that anyone with the right skills can succeed, whatever background they're coming from. You'll start with an education in Wealthsimple: our products, our clients, and the principles and standards behind how we serve them. You'll learn a little about everything we do. Then you'll put that learning into practice, helping real clients in a live, supported setting while you build your confidence. Once you're ready, you'll move into a specific area of our support team and specialize, going deeper and building mastery in one part of the business. Growth beyond that is possible, and some people go on to other roles at Wealthsimple. It isn't automatic, though. It's earned by doing this job well and owning your own development.   YOUR BENEFITS AT WEALTHSIMPLE (YES, EVEN ON A CONTRACT!): - Health Spending Account: $3,000/year. A flexible, tax-free account funded by Wealthsimple to cover your medical, dental, vision care expenses, and more. - Group Savings Plan: Wealthsimple makes an automatic 3% contribution and matches your own contributions up to 1.5% (for a total company contribution of up to 4.5%). - Paid Time Off (PTO): Up to 20 vacation days per year (depending on contract duration) + 1 paid sick day per month. - Work From Anywhere (WFA): You receive an automatic pro-rated allowance of $75/month to cover your home office expenses. - IT Equipment: We provide you a MacBook for work. Plus, as a gift, you will receive a monitor, keyboard, mouse, adapter, and headset so you can work comfortably. 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. *Unlimited paid sick days, Wellness Days and the 90 day away program do not apply to certain roles. 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.