At a Glance
- Tasks: Lead incident responses and communicate effectively during high-stakes situations.
- Company: Join Wealthsimple, Canada's top financial innovator with a vibrant culture.
- Benefits: Enjoy top-tier health benefits, unlimited sick days, and a flexible work environment.
- Other info: Be part of a diverse team committed to innovation and inclusion.
- Why this job: Make a real impact in crisis management while working with talented teams.
- Qualifications: 5+ years in incident response or crisis communications, with strong decision-making skills.
The predicted salary is between 90000 - 110000 $ per year.
Build something people love. Wealthsimple is Canada’s leading financial innovator. The company offers a full suite of simple, sophisticated financial products across managed investing, do-it-yourself trading, cryptocurrency, tax filing, spending and saving. Wealthsimple currently serves more than 4 million Canadians and holds over $155 billion in assets under administration. The company was founded in 2014 by a team of financial experts and technology entrepreneurs, and is headquartered in Toronto, Canada.
When high-stakes incidents strike, you are the calm in the storm. As a Senior Specialist in Incident Response, you will play the main part in incidents during major, complex, or reputation-sensitive events. You take command of ambiguous situations, translating technical chaos into clear client and executive communication with the support of a high-performing team of Incident Response Specialists to raise the overall bar for crisis execution across the business.
WHAT YOU’LL DO
- 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, 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.
WHAT YOU BRING
- 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 accelerate, 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.
NICE TO HAVE
- 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.
WHY WEALTHSIMPLE?
- 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.
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.
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