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Wealthsimple // online investment manager
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Wealthsimple is on a mission to help everyone achieve financial freedom, no matter who they are or how much they have. Using smart technology, Wealthsimple takes financial services that are often confusing, opaque & expensive & makes them simple, transparent, & low-cost. We're the company behind some of Canada's leading digital financial products, & are growing faster than ever.

Our team is reimagining what it means to manage your money. Smart, high-performing team members will challenge you to learn & grow every day. We value great work & great ideas - not ego. We're looking for talented people who love a fast-paced environment, & want to ship often & make an impact with groundbreaking ideas.

We're a remote-first team & output is more important than face time, so where you choose to work is up to you - as long as you have internet access, you can work from anywhere in Canada. Be a part of our Canadian success story & help shape the financial future of millions - join us! Read ourCulture Manual & learn more about how we work.

At Wealthsimple, we are building products for a diverse world & we need a diverse team to do that successfully. We strongly encourage applications from everyone regardless of race, religion, colour, national origin, gender, sexual orientation, age, marital status, or disability status. Wealthsimple provides an accessible candidate experience. If you need any accommodations or adjustments throughout the interview process & beyond, please let us know.

In this role, you will have the opportunity to:
Collaborate with engineering leaders to ship a first-class/delightful engineering experience.
Build & grow a support team & scale this team effectively with the organization.
Introduce support processes & policies to streamline our support channels & improve the experience of Wealthsimplers with our Infrastructure teams.
Provide mentorship & training for your team & conduct performance evaluations.
Assist with troubleshooting complex technical issues & coordinate with external stakeholders with escalations.
Make & implement recommendations to improve operational efficiency.
Continuously look for ways to improve efficiency as Wealthsimple grows. This may be through new tooling or processes that allow us to scale.

Skills we are looking for:
2+ Years experience managing & supporting a team of help desk technicians.
2+ Years experience in a technical support role.
Experience with Help Desk tooling & ticketing systems (Zendesk, Jira, etc.).
Experience in monitoring team performance & developing feedback reports for management.
Technical background in IT, Infrastructure or Development.
Strong analytical & troubleshooting skills.
Strong communication & customer service skills.

Nice to have (but not necessary):
Experience in technical support in a financial technology company.
Experience creating a knowledge base for internal use.
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