Fidelity Investments

Client Service Manager

Fidelity Investments

full-time

Posted on:

Location Type: Hybrid

Location: Salt Lake City • New Hampshire • New Jersey • United States

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Salary

💰 $66,000 - $125,000 per year

About the role

  • Deliver exceptional assistance to our customers
  • Support users of the Fidelity Private Shares (FPS) platform through inbound support tickets
  • 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
  • Meet Key Metrics – Achieve KPIs focused on time to respond, number of touches, CSAT, etc.

Requirements

  • 3-5 years of experience supporting customers in a B2B SaaS company
  • Familiarity with the subject matter or equity management platforms is preferred
  • Excellent verbal and written communication skills
  • 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.
Benefits
  • comprehensive health care coverage
  • emotional well-being support
  • market-leading retirement
  • generous paid time off
  • parental leave
  • charitable giving employee match program
  • educational assistance including student loan repayment
  • tuition reimbursement
  • learning resources to develop your career

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
B2B SaaS supportequity management platformscustomer supportproblem solvingKPI achievement
Soft skills
verbal communicationwritten communicationclient communicationself-motivatedcollaborativecustomer obsessionadaptabilityprioritization