Job Description:

Client Service Manager

Note: Fidelity is not providing immigration sponsorship for this position

The Role

Fidelity Private Shares is looking for an energetic, engaging individual to join our client services team as a Client Service Manager. In this role, you will deliver exceptional assistance to our customers with the highest level of quality in both product knowledge and communication skills. The primary responsibility of this role is supporting users of the Fidelity Private Shares (FPS) platform-through inbound support tickets, our self-help library, and other educational materials. Primary responsibilities include:

• Engage with customers to resolve issues that come through as support tickets to our team

• Partner with Customer Success, Sales, Product and Engineering to diagnose and solve problems

• Craft well written, tailored communications to help customers resolve their issues

• Serve as a trusted advisor with an open, caring and approachable style of working

• Manage multiple competing priorities to achieve results for every customer

• Collaborate with cross-functional teams to identify and implement product and process improvements that enhance the client experience.

• Meet Key Metrics - Achieve KPIs focused on time to respond, number of touches, CSAT, etc.

The Expertise and Skills You Bring

• Candidates should have 3-5 years of experience supporting customers in a B2B SaaS company. No legal or technical experience is required, although familiarity with the subject matter or equity management platforms is preferred.

• Excellent verbal and written communication skills and comfort with client communication is essential

• Passionate about creative problem solving for customers and end users

• Self-motivated, eager to learn and thrive in a collaborative environment

• Customer obsessed and passionate about providing the best support to customers who are scaling their businesses

• Familiarity with Zendesk, Hubspot Service Hub or a similar ticket tracking product.

The Team

Fidelity is a leader in the equity administration space. We enable builders and operators from start-ups to fortune 500 companies to seamlessly manage their equity and empower their workforce through Fidelity's robust financial wellness offerings.

Our client services team is known among our competitors for providing exceptional customer service. We are a small, collaborative team who thrive on teamwork, open communication, positivity, and going above and beyond in service of our customers.

Placement in the range will vary based on job responsibilities and scope, geographic location, candidate's relevant experience, and other factors.

Base salary is only part of the total compensation package. Depending on the position and eligibility requirements, the offer package may also include bonus or other variable compensation.

We offer a wide range of benefits to meet your evolving needs and help you live your best life at work and at home. These benefits include comprehensive health care coverage and emotional well-being support, market-leading retirement, generous paid time off and parental leave, charitable giving employee match program, and educational assistance including student loan repayment, tuition reimbursement, and learning resources to develop your career. Note, the application window closes when the position is filled or unposted.

Please be advised that Fidelity's business is governed by the provisions of the Securities Exchange Act of 1934, the Investment Advisers Act of 1940, the Investment Company Act of 1940, ERISA, numerous state laws governing securities, investment and retirement-related financial activities and the rules and regulations of numerous self-regulatory organizations, including FINRA, among others. Those laws and regulations may restrict Fidelity from hiring and/or associating with individuals with certain Criminal Histories.

Most roles at Fidelity are Hybrid, requiring associates to work onsite every other week (all business days, M-F) in a Fidelity office. This does not apply to Remote or fully Onsite roles.

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