Operating Model @ Wealthsimple
Reduce the onboarding time for new hires for a 300 person customer support team.
Move the support team to run on a tiered L1/2/3 model, cutting the 4 week onboarding time in half.
Facilitated a multi-week deep dive into the current state of operations
Curated presentations & demos from various levels of the business
Performed analysis of vendors & tooling to support company at scale
Inclusive of replacing existing ticketing system (Zendesk) and sub-systems (JIRA, GURU, Playvox, etc)
Implemented FlowEQ as the authentication process assist tool
Reducing handle time & process errors significantly + improving data logging for continued process improvement & QA.
All general support was moved to L1
This deflected ~40% of calls from L2 and reduced phone wait times from ~20min (p80) to ~2min within 4 days of launching the new model.