Build 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 $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.
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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 setting.
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 Info Sec, 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

📌 Team Lead, Client Experience Operations (Toronto)
🏢 Wealthsimple Technologies
📍 Toronto