Team Lead, Client Experience Operations (Risk and Security)

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.

As Team Lead, CXO Risk & Security, you will lead a frontline squad of 6–12 CX Specialists at the intersection of Client Experience, Platform Security, and Risk Operations. You are accountable for protecting client assets, de-escalating high-stakes security inquiries, and developing high-performing talent in a fast-paced environment.

Core Deliverables & Accountability

• Actively manage intraday volume across risk channels to consistently hit input targets (adherence, handle time, tooling efficiency) and output benchmarks (FRT, resolution time, CSAT, QA pass rate, solves/hour).
• Monitor real-time volume patterns for threat surges (such as credential stuffing or ATO waves) and dynamically reallocate squad capacity to balance risk containment with queue health.
• Serve as the senior operational point of contact for complex fraud, social engineering, identi