Client Support Specialist (Hybrid)

About Common Wealth

Common Wealthis a financial technology company whose mission is to make financial security in retirement accessible to everyone. We have quickly become Canada’s fastestgrowing group retirement provider, having more than doubled in our client base in2024and now serving members and employers in every Canadian province.Our expanding business hascreatedthe need forservices inboth French and English.

We work closely with a rapidly expanding network of advisors, for whom we strive to be a true partner in powering the growth of their business. We provide a user-friendly, value-for-money retirement planning and saving experience, powered by an award-winning retirement technology platform.

About the Opportunity

We’rehiring a Client Support Specialistto help members and employers get the most out of their workplace retirement plan.You’lldeliver expert plan administration support and an exceptional service experience across phone, chat, and email.

What you will do:

• Be the firstpoint of contactfor members and employers—answer questions, resolve issues, and share product/service guidance.
• Deliver high-quality support across channels(phone, chat, email) while documenting cases accurately in our tracking system.
• Use admin tools and dashboardsto triage issues proactively, investigate root causes, and supporttimelyresolution.
• Report on key metrics, including trends and compliance-related issues, to keep the team informed and accountable.
• Comfortable with numbersand either updating or following existing procedures.
• Improve how we support clientsbyidentifyingrecurring problems, partnering with internal teams, and proposing solutions.
• Create andmaintainsupport resources(FAQs, guides, training content) that reduce friction, ensure serviceconsistencyand improve the client experience.
• Comfortable with ambiguity—you thrive in a fast-growing environment, juggle priorities, and bring structure to evolving processes.

Who you are:

• Preferablybilingual (English/French)—strong written and verbal communication, professional judgment, and a friendly tone.
• Detail-oriented—careful with procedures, data, and follow-through; you document clearly and accurately.
• A strong problem solver—you investigate, prioritize, collaborate, and take ownership through to resolution.
• Tech-savvy and adaptable—comfortable learning new tools quickly (e.g., Microsoft, Zendesk, HubSpot, ChatGPT, and others).
• Customer-driven—empathetic, curious, and focused on deliveringa great experienceand improving outcomes.
• Comfortable with ambiguity—you thrive in a fast-growing environment, juggle priorities, and bring structure to evolving processes.

Why Work with us:

Working atCommon Wealthprovidesyou the opportunity to work in a high-growth business that is changing the lives of Canadians. In addition to a competitive salary of $65K-$75K, you will receive health and dental benefits, life insurance, a Health Spending Account, a 5% employer match into one of our award-winning group retirement plans, and four weeks of vacation. Our growing team combines deepexpertisein the key disciplines necessary to help our customers achieve retirement success.

• Join a mission-driven company transforming retirement in Canada
• High-growth environment with autonomy and clear career pathways
• Competitive Compensation:$65,000.00 - $75,000.00
• Medical, dental and vision benefits
• Health Spending Account
• 5% employer match into our group retirement plan
• Home Office Stipend
• Top of the line hardware
• Annual Learning & Development Budget
• Flex Holiday and Summer Friday Program
• Annual Company Summit

To Apply:

We are a respectful workplace committed to building a skilled and diverse workforce. We believe in fostering an inclusive work environment where all individuals have an opportunity to succeed. We welcome and encourage applications from everyone. We look forward to hearing from you!