Client Service Manager

Client Service Manager 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 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 Engage with customers to resolve issues that come through support tickets. 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. #J-18808-Ljbffr