Manager, Support Knowledge & Content
Wealthsimple
Customer Service
Toronto, ON, Canada
Posted on Oct 29, 2024
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 $50 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.
We are seeking a highly motivated and experienced Manager, Support Knowledge & Content to join our team. The successful candidate will be a thought leader in the knowledge management space and will be responsible for developing and managing our Client Experience content management strategy. This includes strategies for our client-facing Help Centre to enable clients to self-serve; our internal agent knowledge base used to support Client Experience Agents in servicing our clients; and a collection of macros and shortcuts used to drive efficiency in our client-facing interactions. They should also have experience with AI/LLMs, building out efficient processes, and leading a team. The ideal candidate will have a strong background in knowledge management, excellent leadership skills, and the ability to work effectively with various stakeholders across the organization.
In this role, you will:
- Build out a comprehensive content management strategy to improve how Client Experience content is developed, maintained, and delivered including optimizing content for use with AI/LLMs (e.g. agent assist tools, chatbot, etc)
- Ensure Client Experience content is high quality, accurate and consistent across all surfaces.
- Explore implementing a centralized Content Management System that integrates all Client Experience content sources.
- Drive improvements in our knowledge management processes as well as alignment and accountability with key stakeholders across the organisation.
- Manage a team of content specialists to produce high-quality content, providing guidance, support and coaching.
- Establish and maintain writing guidelines based on knowledge base best practices.
- Collaborate effectively with stakeholders across the Client Experience team including trainers, curriculum developers, and subject matter experts to develop content for new and existing products, features, and services.
- Define, track, and report on key KPIs to measure the success of our content management program
- Lead the redesign of our client-facing Help Centre to improve client satisfaction and maximize ticket deflection
Required Experience
- Minimum of 5 years of experience in content management, knowledge management, or a similar role.
- Proven experience in managing a team and leading projects.
- Strong understanding of AI/LLMs and their application in content management.
- Excellent written and verbal communication skills.
- Ability to work effectively across various departments and with multiple stakeholders.
- Experience with knowledge base best practices and establishing writing guidelines.
Bonus points if you have:
- Experience in the tech or customer support industry
- Have experience redesigning a client-facing Help Centre.
Why Wealthsimple?
🤑 Competitive salary with top-tier health benefits and life insurance
📈 Retirement savings matching plan using Wealthsimple Work
🌴 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!
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.