Team Lead, Client Experience Operations – Risk and Security

Wealthsimple

. Lead a frontline squad of 6–12 CX Specialists at the intersection of Client Experience, Platform Security, and Risk Operations .

Posted 10/27/2026full-timeRemote • CanadaSenior💰 CA$70,000 - CA$85,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong leadership in managing a team of CX Specialists while ensuring compliance with regulatory and security protocols. Proficient in risk management, particularly in fraud prevention and identity verification within the fintech sector.

Highest-signal resume keywords

People Leadership ExperienceRisk Management ExpertiseFraud Prevention SkillsBilingual Fluency in French and EnglishRegulatory Compliance Knowledge

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Risk Operations ManagementFraud Detection TechniquesIdentity Verification (KYC)Anti-Money Laundering (AML)Cybersecurity Hygiene

Soft Skills

Client De-EscalationEmpathy in Client InteractionsPerformance Management

Certifications & Qualifications

CSCACAMS

Industry Keywords

Client ExperiencePlatform SecurityRisk ChannelsVerification WorkflowsPrivacy Protocols

Tech Stack

Tools & technologies

Cyber Security

About the role

Key responsibilities & impact

Lead a frontline squad of 6–12 CX Specialists at the intersection of Client Experience, Platform Security, and Risk Operations
Actively manage intraday volume across risk channels to hit input targets and output benchmarks
Monitor real-time volume patterns for threat surges and dynamically reallocate squad capacity
Serve as senior operational point of contact for complex fraud, social engineering, identity compromise, and AML red flags
Partner with InfoSec, Fraud Ops, and Compliance to refine verification workflows and reduce platform vulnerabilities
Drive performance through weekly 1:1s, monthly developmental sessions, and quarterly performance reviews
Conduct quality calibrations to enforce regulatory, privacy, and security protocols while maintaining client empathy

Requirements

What you’ll need

Minimum 2+ years of formal people leadership experience with a track record of driving measurable performance improvements
Practical understanding of retail fintech risk vectors, including account takeovers, social engineering, identity verification (KYC), AML, and core cybersecurity hygiene
Demonstrated mastery in de-escalating distressed or adversarial clients during critical security lockouts or active loss events
Bilingual fluency in French and English, or relevant industry certifications (CSC, ACAMS), is an asset
Availability for rotational shifts between 8:00 AM and 8:30 PM EST, across 7 days a week
Full-time availability for 40 hours per week
Legally eligible to work in Canada
Permanent residence in Canada

Benefits

Comp & perks

Top-tier health benefits and life insurance
Long-term group savings with employer match, through Wealthsimple for Business
20 vacation days per year
4 wellness days per year
Unlimited sick and mental health days per year*
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 for permanent employees
Hybrid team collaboration across North America