Customer Experience Lead

Webull is a leading digital brokerage platform built on next generation global infrastructure. At Webull, we believe that everyone should have an equal opportunity to control their own financial future. Our vision has always been to empower individual investors with the tools and resources they need to succeed financially. This commitment remains at the heart of everything we do. From low-fee trading and robust market data to advanced analytical tools, we are committed to providing a seamless, top-tier trading experience.

About The Role & Team

Webull Securities (Canada) Limited is a CIRO registered member firm providing an order execution only retail investing platform. Our current offering includes global market data, news, charts and trading in North American equities and U.S. listed options. We are looking for a talented client success professional in the Toronto area to join our team and support our Canadian expansion offering to Canadian residents.

Webull Securities (Canada) is committed to delivering a premier client experience. As a Customer Experience Lead, you are the primary architect of our client journey. Leading from the front, you will bridge the gap between high-level operational strategy and frontline execution. You will oversee the resolution of complex inquiries across CRM, phone, and email, ensuring our service standards remain the benchmark for the Canadian brokerage industry. Your mission is to translate frontline trends into systemic improvements, driving urgent resolutions and maintaining Webull’s position as a disruptive, innovative leader.

In This Role, You Will

• Serve as the primary escalation point and lead for complex inquiries, providing specialized bilingual support for our French-speaking clientele
• Synthesize frontline client data into actionable insights, collaborating directly with Product and Technology teams to influence platform enhancements and feature optimizations
• Serve as the primary point of contact for clients, supporting inquiries across multiple product lines and account types within the Webull Canada application
• Oversee and execute client communications across phone, email, and CRM in a timely manner while maintaining a professional tone
• Enforce documented risk controls and escalation frameworks to proactively identify and neutralize potential firm-level risks
• Champion a culture of strict adherence to industry regulations, firm-wide compliance protocols, and internal policies

The Skills You Bring

• Undergraduate Degree or equivalent professional experience
• Currently CIRO registered as an IR options or completion of the Canadian Investment Regulatory Exam (CIRE)
• Fully Bilingual (French and English) with the ability to provide sophisticated support and technical guidance in both languages
• A motivated self-starter who collaborates effectively and efficiently while leading a client services team
• Comprehensive knowledge of Canadian capital markets and associated products, with a specific focus on equities and options
• Strong operational understanding of the brokerage lifecycle, including account opening/onboarding, funding (deposits/withdrawals), and ATON/manual account transfers
• A strong sense of operational urgency, ensuring all support resolutions are handled with efficiency and professional excellence
• Demonstrated ability to perform with precision and sound judgment in a fast-paced, high-volume environment

What Makes You Stand Out

• A commitment to performing all duties with a positive, professional demeanor and the highest ethical standards
• Exceptional problem-solving and project management skills, with a focus on maintaining rigorous internal controls

Why Webull?

Webull is more than a fintech company—we’re a global community of innovators, collaborators, and trailblazers. Headquartered in St. Petersburg, FL, Webull operates in 14 regions worldwide, serving over 20 million users. At Webull, your ideas matter, your voice is heard, and your work makes a real impact.

Investing in our people is a top priority for us, which is why we have a comprehensive benefits package that includes:

• Comprehensive Health Coverage: Extended healthcare for you and your dependents, basic life insurance, AD&D coverage, and dental care. 

• Generous Paid Time Off: Enjoy 3 weeks of paid time off.

This role is based in our Canada Operations (Toronto, CA), where in-person collaboration fuels growth, mentorship, and innovation. At Webull, we’re committed to fair, equitable, and transparent compensation. The base salary range is $100,000 – 115,000 CAD annually, plus a discretionary bonus and benefits. Final offers consider experience, location, and relevant qualifications.  

EEOC Statement

Webull is an equal opportunity employer. We’re committed to building a diverse and inclusive team where all backgrounds, perspectives, and talents are valued.