Team Lead, Client Experience Operations (Risk and Security)

Build something people loveWealthsimple 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 and learn more about how we work.

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, identity compromise, and AML red flags.

• Partner directly with InfoSec, Fraud Ops, and Compliance to close feedback loops, refine frontline verification workflows, and reduce platform vulnerabilities.

• Drive high performance through weekly 1:1s, monthly developmental sessions, and quarterly performance reviews.

• Conduct regular quality calibrations to enforce strict compliance with regulatory, privacy, and security protocols without compromising client empathy.

Candidate Profile & Requirements

• Minimum 2+ years of formal people leadership experience (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 (KYC), AML, and core cybersecurity hygiene.

• Demonstrated mastery in de-escalating distressed or adversarial clients during critical security lockouts or active loss events.

• Bilingual fluency in French and English, or relevant industry certifications (CSC, ACAMS), is an asset.

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.

ICYMITechnology & 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,...