Social and High Risk Response Specialist

You will play a critical role in managing and resolving complex client issues that escalate to the highest levels within Wealthsimple. This role will be remote (Toronto office engagement encouraged) working from 9AM to 5 PM ET, Monday to Friday. Build comprehensive client sentiment and social trend reports that capture and analyze key aspects of escalation root cause and trends. This role involves working closely with clients and internal teams to document and communicate the resolution of various issues effectively. Collaborate with various stakeholders across functions to identify and address urgent issues, transform problems into solutions, and champion the client experience. Engage with and manage our social communities (including platforms such as Reddit) to address client concerns and gather insights. Collaborate with our Marketing and Communications team where needed in relation to the Client Experience. Use social media expertise and sentiment reports to advocate for the Client experience cross-functionally. Leverage strong internal and external writing skills to resolve sensitive cases, develop training and templated support to the CXO and process documentation. Be ready and flexible to help support with client escalations including public facing social escalations, executive and high risk escalations and formal complaints.