Product Specialist - Institutional Transfers & Credit Cards
Remote
Operations – Client Experience Operations /
Permanent Full Time /
Remote
Your career is an investment that grows over time!
Wealthsimple is on a mission to help everyone achieve financial freedom by reimagining what it means to manage your money. Using smart technology, we take financial services that are often confusing, opaque and expensive and make them transparent and low-cost for everyone. We’re the largest fintech company in Canada, with over 4 million users who trust us with more than $80 billion in assets.
Our teams ship often and make an impact with groundbreaking ideas. We're looking for talented people who keep it simple and value collaboration and humility as we continue to create inclusive and high-performing teams where people can be inspired to do their best work.
About The Team
Our Product Specialist team partners with R&D and Client Experience Operations (CXO) stakeholders to ensure that Wealthsimple is ready to support releases through all of our support channels, including the help centre, chatbot, and live support. The team also ensures that product releases meet client needs by providing client-centric feedback both before and after rollout.
Responsibilities
- The mandate will cover these core areas:
- Be a product functionality expert in the product domains that you support.
- Personally explore relevant features to develop informed opinions.
- Review designs and provide feedback during design and implementation, so that R&D can address issues before they reach the rest of Client Experience Operations (CXO) and clients.
- Maintain a centralized list of all releases in your product domains, along with accurate statuses on CXO preparedness and client rollout.
- Draft CXO briefs for each release, capturing details from R&D with enough lead time to prepare CXO for the release.
- Meet biweekly with CXO stakeholders to discuss upcoming releases and seek their feedback / concerns.
- Coordinate release readiness activities with CXO collaborators and ensure they are completed in a timely manner (e.g. client help centre, internal knowledge base, form responses, AI chatbot, training).
- Determine what resources need approvals and ensure they are met (e.g. Compliance, Legal, Product Management, Ops).
- Analyze client feedback on recent releases from first client release until 2-4 weeks after 100% client rollout.
- Provide sentiment/feedback/issue insight from tickets and chatbot interactions, helping R&D respond quickly.
- Focus is primarily on qualitative details and client quotes specific to each release, rather than quantitative comparison with other ticket drivers.
- Define playbooks for team functions for consistency and clear accountability.
- Refine and improve the release readiness process through collaborator retrospectives and iteration.
Product Specialization:
Release Management:
Release Monitoring:
Continuous Improvement:
What does the ideal candidate look like?
- Passion for finance & technology: You are constantly learning and trying to achieve mastery over any subject domain you explore.
- Client-focused: You demonstrate an empathy for and excitement in representing the client.
- Clear communicator: You have the ability to convey ideas in a clear and concise manner. Your issue descriptions are clear problem statements.
- Receptive to feedback: You approach feedback from a place of curiosity, and understand that feedback helps us all learn and grow.
- Detail-oriented: You have the ability to dig into the details to fully understand an issue. You are also open to zooming out to consider the broader picture
- Relationship builder: You are skilled at building relationships with stakeholders across various teams, levels, and roles. You see Wealthsimple as one big team that relies on collaboration to have the biggest impact for clients.
- Adaptable & resilient: In an ambiguous environment, you find ways to have a high impact. Wherever possible, you add structure to help define high performance for yourself and your team.
- Proactive: You seek out challenges, inform others, and then solve them. You approach challenges as opportunities to provide a better client experience.
- Data aptitude: You have an interest in continuously building and refining skills in data gathering and analysis. You feel comfortable using and manipulating data to find insights that help drive tangible improvements for clients.
Requirements
- Minimum 2 years client-facing work experience, either within Wealthsimple or externally.
- Familiarity with product development life cycles.
- Deep technical aptitude with various software, understanding their strengths and limitations and extracting the most value from them.
- Have a track record of success, which can be backed up with measurable results.
- Have experience navigating difficult conversations, for example in client escalations.
Nice-to-Haves
- Previous experience in a financial institution or technology startup.
- Bonus points if you are already an active Wealthsimple client. We need informed Product Specialists with their own opinions!
Why Wealthsimple?
🤑 Competitive salary with top-tier health benefits and life insurance
📈 Retirement savings matching plan using Wealthsimple for Business
🌴 20 vacation days per year and unlimited sick and mental health days
📚 Up to $1,500 per year towards wellness and professional development budgets respectively
🛫 90 days away program: Employees can work internationally in eligible countries for up to 90 days per calendar year
🌎 A wide variety of peer and company-led Employee Resource Groups (ie. Rainbow, Women of Wealthsimple, Black @ WS)
💖 Company-wide wellness days off scheduled throughout the year
We’re a remote-first team, with over 1,000 employees coast to coast in North America. Be a part of our Canadian success story and help shape the financial future of millions — join us!
Technology & Innovation at Wealthsimple
We believe the future belongs to those who innovate boldly. At Wealthsimple, every team member is expected to lean into new technologies, including AI, and tooling to rethink how we work, solve problems faster, and create even greater value. We're looking for people who are not just comfortable with change but energized by it. Our commitment is to build a company that evolves at the pace of the world around us, and we want you to help lead that future.
DEI Statement
At Wealthsimple, we are building products for a diverse world and 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.
Accessibility Statement
Wealthsimple provides an accessible candidate experience. If you need any accommodations or adjustments throughout the interview process and beyond, please let us know, and we will work with you to provide the necessary support and make reasonable accommodations to facilitate your participation. We are continuously working to improve our accessibility practices and welcome any feedback or suggestions on how we can better accommodate candidates with accessibility needs.
