Senior Concierge Support Specialist
Job Description
As a Senior Specialist, you are the highest level of human support for Wealthsimple’s Wealth Management clients. You act as the lead "Subject Matter Expert" for the team, handling our most sensitive, high-stakes relationships. Beyond client management, you are a leader within the CX organization—mentoring junior associates, refining our service standards, and acting as a strategic partner to our Wealth Advisors to ensure our Wealth Management clients receive a world-class experience.
What We’re Looking For:
The "Escalation Lead": You are the person people go to when a problem seems unsolvable. You have the "calm-tech" ability to de-escalate frustrated high-value clients.Process Optimizer: You don't just solve a ticket; you ask, "Why did this happen to 5 other clients this week?" and you work with Product to fix it for the next 500.Advisory Partner: You work hand-in-hand with our Portfolio Managers and Advisors, ensuring the "service" side of the house perfectly complements the "advice" side.Operational Rigor: You have a high bar for accuracy. At the Wealth Management level, a small error in a tax document or a transfer can have massive implications; you are the final line of defense.What You’ll Bring: Requirements
Extensive Wealth Management Experience: 5+ years in Private Banking, Luxury Hospitality, or Relationship Management, . You have a deep understanding of the "White Glove" service standard.Mentorship & Coaching: Some experience in a "Lead" or "Senior" capacity, where you have been responsible for the quality of work or professional development of others.Project Management: Ability to lead side-projects (e.g., creating a new VIP onboarding flow or developing a Wealth Management feedback loop) while maintaining a personal book of clients.Strategic Communication: You can deliver "tough news" to a high-value client or a senior executive with equal poise, clarity, and solutions-oriented thinking.