Client Service Manager

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) platform—through 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 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.  

Certifications:

Category:

Client Service

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.