Posted 7 days ago
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**Client Service Manager II:** Manage user support for Fidelity Private Shares platform. Triage inbound tickets, provide troubleshooting and educational resources. Collaborate cross-functionally with developers and product teams. Ideal candidate has 3-5 years in B2B SaaS support, excellent communication skills, and familiarity with Zendesk or similar tools. Fidelity's onsite working model evolving; remote status role-dependent.
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Full Job Description
Job Description:
Client Service Manager
Note: Fidelity will not provide 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. The primary responsibility of this role is supporting users of the Fidelity Private Shares (FPS) platformthrough inbound support tickets, our self-help library, and other educational materials.
Alongside this work, you will consult with our developers to solve problems and communicate customer feedback to our product team. This role will also provide opportunities to help support other initiatives that our client service team undertakes.
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 beneficial.
- Our team members possess excellent verbal and written communication skills, an ability to keep multiple projects organized and moving forward, and a willingness to dive in and learn new things.
- We look for people who are empathetic, tech-savvy, and interested in working with startups from seed to mid-stage.
- Familiarity with Zendesk, Hubspot Service Hub or a similar ticket tracking product is helpful.
The Team
Our customer success team is known among our competitors for providing great service and an easy onboarding process. We collaborate frequently with product and development teams and stay in close touch with our sales team as they bring in new clients. While we have branches of support, implementation, and customer success, we are a small team and our collaborative, helpful attitudes are essential ingredients in our success.
Fidelitys Onsite Working Model
Fidelity is transitioning to a full-time onsite working model through a phased rollout across regions and roles. Currently, some roles and locations require 100% onsite presence, while others require less. Onsite expectations are likely to evolve as the rollout continues. This transition does not apply to fully remote roles.
Certifications:
Category:
Client ServicePlease be advised that Fidelitys 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.
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Benefits that balance life and work
From our fully paid parent leave to our on-site health and wellness centers, our benefits support the belief that more balance you have, the better you can achieve your goals.
Company overview
Company overview
At Fidelity, we are passionate about making our financial expertise broadly accessible and effective in helping people live the lives they want. We are a privately held company that places a high degree of value in creating and nurturing a work environment that attracts the best talent and reflects our commitment to our associates. We are proud of our diverse and inclusive workplace where we respect and value our associates for their unique perspectives and experience.
Reasonable accommodations
Fidelity will reasonably accommodate applicants with disabilities who need adjustments to participate in the application or interview process. To initiate a request for an accommodation contact the HR Accommodation Team by sending an email to accommodations@fmr.com, or by calling 800-835-5099, prompt 2, option 3.
Equal opportunity employer
Fidelity Investments is an equal opportunity employer. We believe that the most effective way to attract, develop, and retain a diverse workforce is to build an enduring culture of inclusion and belonging.
Applicant screening
At Fidelity, we value honesty, integrity, and the safety of our associates and customers within a heavily regulated industry. Certain roles may require candidates to go through a preliminary credit check during the screening process. Candidates who are presented with a Fidelity offer will need to go through a background investigation and may be asked to provide additional documentation as requested. This investigation includes but is not limited to a criminal, civil litigations and regulatory review, employment, education, and credit review (role dependent). These investigations will account for 7 years or more of history, depending on the role. Where permitted by federal or state law, Fidelity will also conduct a pre-employment drug screen, which will review for the following substances: Amphetamines, THC (marijuana), cocaine, opiates, phencyclidine.
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