Your career is an investment that grows over time!
Wealthsimple is on a mission to help everyone achieve financial freedom by
reimagining what it means to manage your money. Using smart technology, we take
financial services that are often confusing, opaque and expensive and make them
transparent and low-cost for everyone. We’re the largest fintech company in
Canada, with over 4 million users who trust us with more than $70 billion in
assets.
Our teams ship often and make an impact with groundbreaking ideas. We're looking
for talented people who keep it simple and value collaboration and humility as
we continue to create inclusive and high-performing teams where people can be
inspired to do their best work.
The ideal candidate will excel in our dynamic, solutions-oriented environment
where deep tax knowledge meets exceptional client experience. They'll join our
specialized team that serves as the final escalation point for complex tax
matters, transforming challenging situations into opportunities to showcase our
technical expertise and human approach to financial services. This role requires
someone who can confidently navigate ambiguity, communicate with precision, and
find innovative solutions to our most complex tax scenarios.
As a Wealthsimple Tax Level 3 client experience associate, you'll be the
definitive resource for resolving our most complex tax inquiries and technical
issues. You'll leverage advanced tax knowledge, exceptional problem-solving
abilities, and superior communication skills to turn challenging client
situations into success stories. Working at the intersection of technical
expertise and empathetic support, you'll provide guidance to both clients and
internal teams while contributing to our knowledge base and process
improvements.
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In this role you’ll have the opportunity to
- Resolve complex and escalated tax scenarios that require specialized
knowledge or investigation
- Provide authoritative guidance on sophisticated tax situations like
investment income reporting and business/self-employment scenarios
- Troubleshoot and document advanced technical issues with our tax software,
coordinating with programming and engineering teams when necessary
- Create educational resources that explain complex tax concepts in accessible
language for both clients and L1/L2 team members
- Mentor and support L1/L2 agents through knowledge sharing and asynchronous
coaching on complex tax scenarios
- Research and interpret CRA/RQ regulations and guidelines to ensure accurate
information delivery
- Identify systemic issues and recommend process improvements based on client
interactions and feedback patterns
- Develop specialized expertise in particular tax areas to become the team's
go-to resource
- Balance thorough investigation with efficient resolution to maintain service
levels during high-volume periods
- Maintain detailed documentation of complex cases for future reference and
knowledge sharing
What you'll bring
- 2+ years of customer support experience
- Advanced understanding of Canadian personal taxation concepts, including
complex scenarios involving investments, self-employment, foreign income, and
cross-border situations
- Demonstrated experience resolving complex technical issues and communicating
solutions clearly
- Experience with tax software systems and understanding of how tax
calculations are processed digitally
- Strong research skills with the ability to find, interpret, and apply
information from CRA/RQ guidelines and tax legislation
- Excellent written communication with the ability to explain complex concepts
at various levels of detail based on audience needs
- Proven problem-solving abilities with a systematic approach to
troubleshooting
- Experience mentoring or training other team members
- Ability to maintain composure and clarity when addressing high-stress or
emotionally charged situations
- Educational mindset: Ability to turn complex tax situations into learning
opportunities for clients and team members
- Investigative thoroughness: Commitment to digging beyond surface-level
symptoms to identify root causes
- Analytical thinking: Skill in breaking down complex problems into manageable
components
- Precise communication: Ability to convey technical concepts with clarity
while maintaining empathy
- Calm under pressure: Maintaining a composed, solutions-focused approach
during peak tax season and critical incidents
- Systems thinking: Understanding how individual tax issues might reflect
broader patterns or software limitations
- Diplomacy: Navigating challenging conversations with clients and internal
teams effectively
- Intellectual curiosity: Genuine interest in understanding tax regulations and
their practical applications
- Judgment and discretion: Knowing when to escalate to leadership, product
teams, or external resources
- Adaptability: Quickly pivoting between different tax scenarios, client needs,
and support approaches
- Proactive problem-solving: Identifying potential issues before they affect
multiple clients
- Client advocacy: Balancing company policies with genuine care for client
outcomes
Nice to have:
- Formal tax training or education (tax preparation courses)
- 3+ years of experience with Canadian tax software (can be personal) or
customer support
- Experience with Zendesk, JIRA, and internal knowledge base systems
- Bilingual in English and French to support Québec tax scenarios
- Background in software quality assurance or testing
- Experience working directly with product or engineering teams to resolve
technical issues
- Knowledge of tax law changes and the ability to interpret how they affect
software functionality
- Understanding of accessibility considerations in digital products
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At Wealthsimple Tax, our L3 associates embody our highest standards for
technical expertise and client care. We believe that even the most complex tax
situations deserve clear, accessible explanations delivered with genuine
empathy. Our L3 team serves as both the final resolution point for challenging
client scenarios and as knowledge leaders who elevate our entire support
ecosystem.
We approach complex problems with curiosity rather than frustration, seeing each
difficult case as an opportunity to expand our collective knowledge. Our
communication style balances technical precision with human warmth—we're experts
who speak in plain language, not jargon. We take the time to understand both the
technical details and emotional context of each situation, providing guidance
that addresses both the immediate issue and any underlying concerns.
Our L3 team thrives on collaboration, regularly sharing insights across
departments to improve our product and processes. We celebrate intellectual
generosity, with team members readily sharing their specialized knowledge to
help colleagues grow. During tax season's most demanding periods, our L3
specialists become the calm center that both clients and colleagues rely on for
steady guidance.
If you're energized by solving the puzzles that others find overwhelming, can
explain complex concepts without making people feel intimidated, and find
satisfaction in being the person who finally resolves a challenging situation,
you'll thrive as a Wealthsimple Tax L3 associate.
Why Wealthsimple?
?? Competitive salary with top-tier health benefits and life insurance
?? Retirement savings matching plan using Wealthsimple for Business
?? 20 vacation days per year and unlimited sick and mental health days
?? Up to $1,500 per year towards wellness and professional development budgets
respectively
?? 90 days away program: Employees can work internationally in eligible
countries for up to 90 days per calendar year
?? A wide variety of peer and company-led Employee Resource Groups (ie. Rainbow,
Women of Wealthsimple, Black @ WS)
?? Company-wide wellness days off scheduled throughout the year
We’re a remote-first team, with over 1,000 employees coast to coast in North
America. Be a part of our Canadian success story and help shape the financial
future of millions — join us!
Read our Culture Manual [https://www.wealthsimple.com/en-ca/culture/] and learn
more about how we work. [https://www.wealthsimple.com/en-ca/about/work-with-us]
Technology & Innovation at Wealthsimple
We believe the future belongs to those who innovate boldly. At Wealthsimple,
every team member is expected to lean into new technologies, including AI, and
tooling to rethink how we work, solve problems faster, and create even greater
value. We're looking for people who are not just comfortable with change but
energized by it. Our commitment is to build a company that evolves at the pace
of the world around us, and we want you to help lead that future.
DEI Statement
At Wealthsimple, we are building products for a diverse world and we need a
diverse team to do that successfully. We strongly encourage applications from
everyone regardless of race, religion, colour, national origin, gender, sexual
orientation, age, marital status, or disability status.
Accessibility Statement
Wealthsimple provides an accessible candidate experience. If you need any
accommodations or adjustments throughout the interview process and beyond,
please let us know, and we will work with you to provide the necessary support
and make reasonable accommodations to facilitate your participation. We are
continuously working to improve our accessibility practices and welcome any
feedback or suggestions on how we can better accommodate candidates with
accessibility needs.
