Posted 7 days ago
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**Client Service Manager** at Fidelity Private Shares - **Manage** inbound support tickets, educate users on FPS platform. - **Solve** complex issues, collaborate cross-functionally to enhance client experience. - **Craft** clear, tailored communications, strive for high CSAT scores. - **Needed**: 3-5 yrs B2B SaaS support experience, excellent communication, problem-solving skills, familiarity with Zendesk/Hubspot Service Hub. - **Offer**: Exceptional team, dynamic work environment, robust benefits package.
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Full Job Description
Job Description:
Client Service Manager
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) platformthrough inbound support tickets, our self-help library, and other educational materials.
Note: Fidelity is not providing immigration sponsorship for this position
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.
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 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 Fidelitys 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.
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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