Client Support Specialist (Hybrid) at Common Wealth Retirement

Toronto, Ontario, Canada -

Full Time

Start Date

Immediate

Expiry Date

07 Jun, 26

Salary

75000.0

Posted On

09 Mar, 26

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Client Support, Plan Administration, Phone Support, Chat Support, Email Support, Case Documentation, Issue Triage, Root Cause Analysis, Metrics Reporting, Procedure Following, Problem Solving, Collaboration, Tech Savvy, Adaptability, Empathy, Bilingualism

Industry

Financial Services

Description

About Common Wealth Common Wealth is a financial technology company whose mission is to make financial security in retirement accessible to everyone. We have quickly become Canada’s fastest growing group retirement provider, having more than doubled in our client base in 2024 and now serving members and employers in every Canadian province. Our expanding business has created the need for services in both 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’re hiring a Client Support Specialist to help members and employers get the most out of their workplace retirement plan. You’ll deliver expert plan administration support and an exceptional service experience across phone, chat, and email. What you will do: Be the first point of contact for 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 dashboards to triage issues proactively, investigate root causes, and support timely resolution. Report on key metrics, including trends and compliance-related issues, to keep the team informed and accountable. Comfortable with numbers and either updating or following existing procedures. Improve how we support clients by identifying recurring problems, partnering with internal teams, and proposing solutions. Create and maintain support resources (FAQs, guides, training content) that reduce friction, ensure service consistency and 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: Preferably bilingual (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 delivering a great experience and 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 at Common Wealth provides you the opportunity to work in a high-growth business that is changing the lives of Canadians. In addition to a competitive salary of $60K-$70K, 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 deep expertise in the key disciplines necessary to help our customers achieve retirement success. Benefits 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 4 weeks vacation 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!

Responsibilities

The specialist will serve as the primary contact for members and employers, answering questions, resolving issues, and providing guidance on retirement plans via phone, chat, and email. Key duties include accurately documenting cases, using administrative tools to investigate issues, and reporting on key metrics to ensure timely resolution.