Customer Experience (CX) Specialist

Nest Wealth; Toronto; Remote; CAD 55,000 - 65,000; Full time

Job summary

An established industry player is seeking a Customer Experience Specialist to join a dedicated team. This exciting role offers the opportunity to enhance client experiences, manage communications, and contribute to internal processes. The ideal candidate will have a strong background in client support within financial services, excellent problem-solving skills, and a passion for technology. Join a flexible, remote-first culture that values diversity and supports professional development while making a significant impact on customer satisfaction.

Benefits

Health Benefits

Dental Benefits

Vacation Benefits

Professional Development Stipends

Support for Growing Families

Qualifications

• 2+ years in advisor/client support in financial services.
• Excellent people skills with a focus on customer satisfaction.

Responsibilities

• Facilitate onboarding and assist with account openings.
• Manage customer communications and ensure SLAs are met.

Skills

Client Support

Problem Solving

Communication Skills

Technological Savvy

Collaboration

Education

Experience in Financial Services

Tools

CRM Software

Excel

Job description

Nest Wealth is Canada’s largest independent digital wealth management platform, offering both direct-to-investor and advanced business-to-business solutions. It’s part of Objectway Group from January 2024.

Objectway is an international group with over 30 years of expertise in wealth, banking, and asset management software. As an IDC Global TOP-100 FinTech provider, we have built strategic partnerships with over 250 leading wealth managers, banks, asset managers, fund managers, insurers, and outsourcers across more than 15 countries. Our goal is to empower and scale their businesses by modernizing and streamlining digital technology and operations.

With over 800 professionals across Italy, UK, Belgium, Germany, Switzerland, Ireland, and North America, we serve clients on four continents, supporting approximately 100,000 investment professionals managing over €1 trillion in assets. We value our culture and our people highly, being recognized as a ‘Great Place to Work’ for the past three years, along with other awards for inclusion and technology. Recently, we were named among Canada's top 10 scaling startups by CIX.

Before applying, get an inside look into our culture and hear from team members about what we’re building, recent challenges, tech stack changes, and what it’s like to join us!

We are seeking a Customer Experience Specialist to join our small but dedicated CX team. This role offers the chance to provide exceptional client support, educate clients, and give valuable feedback to enhance customer experience.

What you'll do as a CX Specialist

1. Enhance client experience: Facilitate onboarding, assist with opening accounts, asset transfers, and deposit requests.
2. Share knowledgeable insight: Document learnings and develop a knowledge base to improve support and engineering teams.
3. Assist customers through onboarding, account openings, and asset transfers.
4. Identify and anticipate customer and advisor needs, always willing to go the extra mile.
5. Manage customer communications, ensuring SLAs for responses and resolutions are met.
6. Contribute to the development of internal CX tools, processes, and policies.

This role could be a good fit for you if

1. You have 2+ years of experience in an advisor/client support role within financial services.
2. You possess excellent people skills and strive to delight every customer.
3. Problem-solving is second nature to you.
4. You are collaborative, creative, and detail-oriented.
5. You have experience working in high-volume, fast-paced environments, managing priorities effectively.
6. You are technologically savvy and eager to build on those skills.

It would be GREAT if you had:

1. Previous experience in a tech startup or financial services customer-facing role.
2. Intermediate knowledge of CRM software, Excel, or other financial planning tools.
3. Fluency in both French and English.

What you can expect with our interview process

• We aim to make the interview process supportive and engaging, with steps including:
• 30-minute introductory interview with HR.
• 45-minute interview with the Director of Success & Customer Support.
• 45-minute team interview.
• All interviews are conducted via video conference.

Compensation

$55,000 - $65,000 CAD annually, with potential participation in an annual bonus program up to 10% of the base salary, depending on performance.

Additional Benefits

We offer a flexible, remote-first culture across Canada, comprehensive compensation including health, dental, and vacation benefits, professional development stipends, and support for growing families.

Our Commitment to Diversity and Inclusion

We are dedicated to creating an inclusive environment where all individuals feel valued and respected. Accommodations are available upon request during the application process.