Toronto, Ontario, Canada
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Product Manager - Margin
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My primary role as the Technical Support Team Lead is to own customer success when interacting with the Top Hat platform. I will provide leadership to the Customer Support Team and drive quarterly team performance and strategy execution in accordance with agreed upon targets/deadlines. I will assist in support case escalations, socialize critical issues to applicable corporate stakeholders, and assist in the development/mentorship of the Customer Support Team.
My primary role as the Customer Success Manager (CSM) at Wave was to “own and achieve” small business owner delight across all touch points within the Customer Success team. I drove quarterly performance and team strategy execution targets/deadlines. I provided leadership to Customer Support Heroes (CSH) & Customer Success Leads (CSL), assisted in the resolution of ticket escalations, socialized critical issues to applicable stakeholders within the business, and assisted in the development/mentorship of the Customer Success Team.
WaveApps is a fully integrated small business Accounting Solution. As a Customer Support Hero - Lead I am responsible for achieving the day to day goals of the Customer Success Team. I provide leadership to Customer Support Heroes, touch & assist in the resolution of ticket escalations, and socialize critical issues to the Wave Product Managers. Core Responsibility: I execute the Customer Success vision by leading and assisting Customer Support Heroes.