The posting, in Wealthsimple's own words
archived Sep 9, 2026Build 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 $155 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 . Schedule & Availability Requirement To ensure we deliver seamless, world-class banking support for our clients 7 days a week, this role requires full availability to work all of the following 5-day shift rotations (including weekend coverage): Schedule 1: Wednesday – Sunday Schedule 2: Tuesday – Saturday Schedule 3: Sunday – Thursday Candidates must be fully aligned with working a weekend schedule prior to applying.
About the Role
As a Team Lead, CXO Banking , you will be accountable for a team of 10–15 Client Experience Associates (CXAs) who support Wealthsimple’s core banking and spend products (including credit cards, bank drafts, and day-to-day transactions). This is a high-impact leadership role servicing our most valuable clients. You will manage daily contact center operations, coach and develop your team, monitor performance metrics, and actively handle complex escalations to ensure we maintain an exceptional quality bar.
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Drive Team Performance & Operational Metrics:
Input Metrics: Adherence, handle time, missed pings (live services), resourcefulness, and occupancy. Output Metrics: First Response Time (FRT), Resolution Time, CSAT, QA scores, Solves/Productive Hour, and Public Comments/Productive Hour. Intraday Optimization: Manage real-time channel volume and queue allocation.
Lead Employee Coaching & Development:
Conduct weekly 1:1s and structured coaching sessions. Facilitate Monthly Career Growth Sessions and complete Quarterly Performance Reviews.
Oversee Banking & Spend Operations:
Support credit card inquiries, bank draft requests, and routine banking transactions. Ensure appropriate coverage, training, and quality control across banking products.
Get Hands-on with Escalations:
Engage directly with clients on challenging cases or high-priority escalations. Set a high quality bar through consistent QA evaluations and actionable feedback.
Build & Evolve Team Operations:
Identify operational friction, amplify what works, and fix what doesn't. Collaborate with cross-functional stakeholders (Product, Risk, Ops) to resolve systemic client issues.
Who You Are
A Natural Coach: You thrive on helping others succeed, building targeted development plans, and bringing out the best in your team. Accountable & Results-Driven: You monitor daily team performance, celebrate wins, and step in quickly to course-correct when metrics dip. Client-Obsessed De-escalator: You excel in high-stakes, client-facing situations and turn challenging scenarios into positive experiences. Banking Domain Expert: You understand how credit cards, bank drafts, and day-to-day transaction mechanics work under the hood. Resilient & Assertive: You approach operational challenges with a positive mindset, defend your positions during team debates, and execute decisively once choices are made. Core Capabilities Banking Operations Knowledge: Solid grasp of credit cards, bank drafts, and daily retail banking workflows. Coaching & People Leadership: Ability to deliver clear, tailored feedback that drives performance. Attention to Detail: Deep understanding of what top-tier performance looks like and how to spot micro-details in QA/metrics. Proactive Communication: Ability to synthesize strategy from senior management, motivate your team, and escalate frontline insights up to leadership. Data Literacy: Comfortable analyzing operational data to spot trends and drive tangible results. Nice-to-Haves Bilingual fluency in French and English . Canadian Securities Course ( CSC ) certification. Prior experience leading banking or credit card support teams. Working knowledge of retail banking regulations and compliance requirements.