wealthsimple - Senior Specialist, Incident Response
Requirements
• 5+ years in major incident response, crisis communications, or technical service operations within fintech, high-growth SaaS, or fast-paced digital product environments. You have a proven track record leading live-fire, SEV-1/P0 operational crises from inception to resolution. • Rapid, decisive judgment under pressure: You have a strong bias for action and excel at making quick, high-stakes decisions with incomplete information, knowing intuitively when to push forward, when to escalate, and when to hold. • Exceptional crisis communications & translation skills: You can digest raw system telemetry, logs, and engineer chatter, translating technical chaos into clear, empathetic client messaging and concise executive updates in real time. • Tech-native and async-first operational fluency: You are deeply accustomed to modern tech workflows (Slack, Notion, linear incident bots) and thrive in fast, distributed environments where clear, documented async alignment is essential. • Cross-functional network thinker: You intuitively map organizational ripple effects, rapidly engaging the right stakeholders across Engineering, Product, CX, Legal, Compliance, and Leadership before downstream friction occurs. • Comfort with ambiguity and chaos: You stay composed when there is no playbook, bringing immediate structure, clarity, and psychological safety to high-stakes, reputationally sensitive events. • Educational background or formal training in Communications, Public Relations, Journalism, Legal Studies, or a related discipline (or equivalent practical crisis communications experience). • Incident tooling fluency: Comfortable navigating incident management platforms (PagerDuty, Rootly), monitoring tools (Datadog), and data tools (Preset, SQL) to understand system behavior and measure client impact. • Risk intuition: Strong intuition for compliance, legal, and reputational risk within a regulated financial institution. • Bilingualism: Fluency in both English and French.
Responsibilities
• Deliver proactive, cadence-based briefs to senior leaders while authoring clear, transparent external communications (status pages, app/web banners, client emails) in the Wealthsimple voice. • Bridge the gap between engineering and the business and translating system logs, error codes, and technical root causes into plain-language client and business impact. • Identify when Legal or Compliance review is required during a crisis and seamlessly weave regulatory checks into the response flow. • Serve as a chief editor for team communications, establishing playbooks and writing standards that ensure accuracy, speed, and empathy under real-time pressure. • Build a culture of psychological safety, calm, and focus: shielding responders from external noise during active incidents while keeping stakeholders aligned. • Rapidly identify who needs to be involved across Engineering, Product, CX, Legal, and Risk, anticipating downstream friction before it happens. • Navigate high-severity situations with confidence, managing executive expectations without distracting active responders. • Partner with Data Science to quantify incident impact and lead post-incident reviews to drive root-cause remediation and long-term CX improvements.
Benefits
• 🌸 Top-tier health benefits and life insurance • 📈 Long-term group savings with employer match, through Wealthsimple for Business • 🌴 20 vacation days, 4 wellness days, and unlimited sick and mental health days per year* • ✈️ 90 days away: work outside Canada for up to 90 days per year* • 👥 Employee resource groups, including Rainbow (2SLGBTQ), Women of WS, and Black at WS • 🌎 We are a hybrid team with over 1,500 employees across North America. The people are one of the best parts of working here: you'll collaborate with incredibly talented, curious, and driven teammates who are deeply committed to doing great work. • Unlimited paid sick days, Wellness Days and the 90 day away program do not apply to certain roles. • Technology & Innovation at Wealthsimple: We move quickly and build thoughtfully. That means we're always looking for better ways to work — whether that's new tools, AI, or rethinking how we approach a problem. We don't expect you to have all the answers, but we do expect curiosity and a willingness to evolve alongside the products we're building. • Inclusion Statement: We're building products for a diverse world, and we need a diverse team to do it well. We strongly encourage applications from everyone, regardless of race, religion, colour, national origin, gender, sexual orientation, age, marital status, or disability status. • Accessibility Statement: We're committed to an accessible hiring experience. If you need any accommodations throughout the interview process, please let us know — we'll work with you to make sure you have what you need. We also welcome any feedback on how we can better accommodate candidates with accessibility needs. • AI in Hiring: We may use artificial intelligence (AI) tools to support parts of our hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our team but don't replace human judgment – all final hiring decisions are made by people. If you have questions about how your data is used, reach out to us.
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