Social and High Risk Response Specialist
Wealthsimple
Remote
Posted on Nov 18, 2025
Our clients are at the centre of everything we do at Wealthsimple. As a Social and High Risk Response Specialist, you will play a critical role in managing and resolving complex client issues that escalate to the highest levels within our company. This role will be remote (Toronto office engagement encouraged) working from 9AM to 5 PM ET, Monday to Friday.
In this role you'll have the opportunity to:
- Build comprehensive client sentiment and social trend reports that capture and analyze key aspects of escalation root cause and trends. This role involves working closely with clients and internal teams to document and communicate the resolution of various issues effectively.
- Collaborate with various stakeholders across functions to identify and address urgent issues, transform problems into solutions, and champion the client experience.
- Engage with and manage our social communities (including platforms such as Reddit) to address client concerns and gather insights from these open community discussions.
- Collaborate with our Marketing and Communications team where needed in relation to the Client Experience. Use social media expertise and sentiment reports to advocate for the Client experience cross-functionally.
- Leverage strong internal and external writing skills to resolve sensitive cases, develop training and templated support to the CXO and process documentation.
- Be ready and flexible to help support with client escalations including public facing social escalations, executive and high risk escalations and formal complaints.
Skills you'll bring:
- Have a passion, curiosity, and enthusiasm for our products and services. You are constantly learning and using our products to refine your knowledge. You have a solid understanding of our operational processes.
- Thrive in client-facing situations. At Wealthsimple, our clients always come first and you are an expert in de-escalation. You get energy from turning challenging client situations into memorable client experiences. You take the extra step to turn problem cases into recommendations for our team to drive improvements and raise the bar.
- Resiliency is key because our journey will have its fair share of challenges to overcome. We are looking for people that see the world as glass half full and approach these challenges as opportunities to provide a better client experience.
- Flexibility. You are comfortable with change and able to pivot where needed. This is a new team and we are looking for someone who will grow with us.
- Set a high bar. You pursue continuous improvement and seek regular feedback. In every task and interaction you have, you look to get 1% better, every time. You aim to improve and enhance every situation you encounter. You love to learn and invest in your development.
- You excel at building connections and know exactly who to collaborate with to get things done. You reject the status quo and the word impossible is not in your vocabulary.
- You keep your cool under pressure and handle challenges without taking them personally. You are comfortable having difficult conversations and understand that while the issues you're addressing aren't your fault, they are your responsibility to resolve.
- You have strong communication and writing skills, and a proven track record of managing social channels effectively.
Requirements
- Minimum 3 years of Social Community Management experience.
- Have a proven track record of success in de escalation and client retention.
Nice to haves:
- Bilingual with a fluency in French and English
- Fintech experience
- Availability during PST Business hours
This role may be occasionally required to flex outside of business hours to meet the needs of our clients. Through client demand, this team may expand to evening and weekend coverage.