Team Lead, Client Experience Operations – Risk and Security

This is a fully remote position, open to applicants in Canada.

📋 Description

• Oversee a frontline team of 6–12 CX Specialists focused on Client Experience, Platform Security, and Risk Operations.

• Proactively manage daily volume across risk channels to achieve input targets and output benchmarks.

• Analyze real-time volume trends for threat surges and adjust squad resources accordingly.

• Act as the senior operational contact for intricate cases involving fraud, social engineering, identity theft, and AML alerts.

• Collaborate with InfoSec, Fraud Ops, and Compliance to enhance verification processes and mitigate platform risks.

• Enhance team performance through weekly one-on-one meetings, monthly development sessions, and quarterly performance evaluations.

• Conduct quality calibrations to uphold regulatory, privacy, and security standards while ensuring client empathy.

⛳️ Requirements

• At least 2+ years of formal leadership experience with a proven record of achieving measurable performance enhancements.

• Solid understanding of retail fintech risk factors, including account takeovers, social engineering, KYC, AML, and fundamental cybersecurity practices.

• Proven ability to de-escalate challenging or confrontational clients during critical security lockouts or ongoing loss incidents.

• Bilingual proficiency in French and English, or relevant industry certifications (CSC, ACAMS), is advantageous.

• Willingness to work rotational shifts between 8:00 AM and 8:30 PM EST, seven days a week.

• Full-time commitment of 40 hours per week.

• Legally authorized to work in Canada.

• Permanent residency in Canada.

🏝️ Benefits

• Comprehensive health benefits and life insurance.

• Long-term group savings plan with employer matching, through Wealthsimple for Business.

• 20 vacation days annually.

• 4 wellness days each year.

• Unlimited sick and mental health days per year*

• Opportunity to work outside Canada for up to 90 days per year*

• Employee resource groups, including Rainbow (2SLGBTQ), Women of WS, and Black at WS.

• Equity compensation available for permanent employees.

• Hybrid team collaboration across North America.