Team Lead, Concierge

About Wealthsimple

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 and expensive and make them transparent and low-cost for everyone. As the largest fintech company in Canada, with 3+ million users who trust us with more than $100 billion in assets, we're just getting started.

We’re looking for someone who thinks big, sweats the small stuff, and keeps things simple. You’ll join a high-bar, fast-paced team where people are trusted to own their work, communicate openly, and ship things that improve our clients’ lives. Collaboration, humility, and an obsession over quality are how we get stuff done.

Wealthsimple is looking for a Team Lead, Concierge to spearhead our Concierge team. You will lead and coach a squad of Associates dedicated to our wealth management clients. This isn’t just a management role—it’s a high-impact position where you bridge the gap between complex client needs and operational excellence. You are the driver of team performance, the anchor during organizational change, and the final word on complex escalations.

The Role: What You’ll Actually Do

• Performance Coaching: Mentor a team of Associates to deliver "white-glove" service. You are responsible for their growth, their metrics (CSAT, SLAs), and their mastery of the Wealthsimple ecosystem.
• Operational Excellence: Identify gaps in our process. You don't just report problems; you work "scrappily" to fix them across Sales, Product, and CX teams.
• High-Stakes Escalations: When things get complicated or a client is frustrated, you step in. You model how to handle difficult conversations with poise and precision.
• Strategic Execution: Lead the team through shifts in business strategy and product launches, ensuring morale stays high and service remains seamless.
• Gap Training: Spot knowledge gaps in your team and build the targeted training needed to turn Associates into experts in investing, trading, and private wealth.

The Profile: Who You Are

• A Financial Guide: You have a deep, cross-pillar understanding of our products and can explain complex financial concepts in plain English.
• A Change Agent: You don’t just "handle" change; you thrive in it. You see ambiguity as an opportunity to build better systems.
• Results-Oriented: You live in the data. You use metrics to drive team improvements while maintaining a genuine human connection with your direct reports.
• A De-escalator: You are comfortable in the "hot seat" and can navigate tense situations with clients or internal stakeholders effectively.

Requirements

• Leadership Foundation: 2+ years of direct people management experience with a proven track record of developing talent.
• Financial Background: 4+ years working in a financial institution with knowledge across multiple business pillars.
• Communication: Elite ability to deliver feedback, facilitate tough discussions, and simplify technical information.

Nice to Have

• Experience leading teams through significant organizational pivots or growth phases.
• Background in Private Wealth or Fintech leadership.
• Bilingualism (English/French).

Compensation & Equity

For this Team Lead, Concierge role, candidates located in Canada can expect a base salary range of CAD $68,000 - $85,000. Actual compensation is determined based on skills, experience, and role level. Exceptional candidates may be considered above the top of the range, and pay can increase quickly for those who make a big impact in the role. In addition to base salary, this role includes equity compensation. We use clear job levels and market-based salary bands to ensure compensation is fair and consistent across the company.

Why Wealthsimple?

• Top-tier health benefits and life insurance.
• Long-term group savings with employer match using our Wealthsimple for Business platform.
• 20 vacation days + 4 wellness days per year, and unlimited sick and mental health days.
• 90 days away program: Employees can work outside of Canada for up to 90 days per calendar year.
• A wide variety of peer and company-led Employee Resources Groups (e.g., Rainbow, Women of Wealthsimple, Black @ WS).
• We’re a remote first team with over 1,500 employees across North America - and one of the best things about working here is the people. You’ll be collaborating with incredibly talented, curious, and driven teammates who care deeply about doing great work.

Key skills/competency

• Team Leadership
• Wealth Management
• Client Service Excellence
• Financial Planning
• Operational Improvement
• Conflict Resolution
• Performance Coaching
• Strategic Implementation
• Fintech Knowledge
• Data-Driven Decision Making