Social Care Specialist

Fidelity International; Toronto, Mississauga; Hybrid; CAD 73,000 - 90,000; Full time

Benefits offered by this job

Flexible work arrangements (remote/hyb

RRSP contributions

Health benefits from day one

Parental leave top-up

Home office budget

Volunteer time off

Job summary

Fidelity Canada is seeking a Social Care Specialist to manage customer interactions across Fidelity's Canadian social channels. The role focuses on building trust, delivering exceptional client care, and aligning social tools with enterprise systems.

You will drive a social-care strategy, implement workflows for regulatory compliance, and collaborate with IS, Analytics, and Marketing to ensure dataflows enhance the customer care story.

Qualifications

• University degree in Business, Marketing, Communications, or Data Analytics.
• 3+ years of professional work experience, including 2+ years in social media customer care.
• Hands-on expertise with social media management tools and integrations.

Responsibilities

• Respond to customer queries across Fidelity Canada social channels.
• Engage with online communities and optimize social workflows.
• Lead social-first customer care strategy and Sprinklr management.

Skills

Social media mgmt tools

Social listening

CRM integration

Regulatory compliance

Data analytics

Education

University degree in Business/Marketing/Communications/Data Analytics

Tools

Sprinklr

CRM platforms

Analytics tools

Job description

Job Description

You will be working on a flexible hybrid schedule as part of Fidelity’s dynamic working arrangement.

The work location for this role is 483 Bay Street in Toronto until approximately late 2026, when the work location will change to the new Mississauga office at 3 Robert Speck Parkway.

Who We Are

At Fidelity, we’ve been helping Canadian investors build better financial futures for over 35 years. We offer individuals and institutions a range of trusted investment portfolios and services - and we’re constantly seeking to find new and better ways to help our clients. As a privately owned company, we boldly embrace innovation in all areas as we continue to grow our business into the future. Working with us means you’ll be part of a diverse and dedicated group of people who make a real difference for our clients and communities every day. You’ll have a wide range of opportunities to grow and develop your career in an inclusive environment where you’ll feel valued and supported to be your best - both personally and professionally.

How You’ll Make an Impact

• The Social Care Specialist responds to customer and follower queries across Fidelity Canada social channels and ensures we have the tools and integrations needed to deliver an exceptional customer care experience.
• They optimize our social media ecosystem by engaging with online communities, tracking these conversations, and maintaining effective interaction workflows through enterprise tools and processes.
• By driving engagement and continuous customer care improvement initiatives, this role transforms social interactions into streamlined service experiences and meaningful business outcomes.
• Lead Fidelity Canada’s social-first customer care strategy and development program.
• Lead implementation and day-to-day management of Sprinklr and ensure seamless integration of social media platforms, workflows, and media monitoring tools.
• Design and implement workflows that effectively track conversations for regulatory and compliance reasons.
• Work with internal stakeholders in IS, Advanced Analytics, and Marketing to ensure dataflows integrate with other systems and tell the “complete” customer care story.
• Talk to customers through all social media channels where Fidelity has a presence, building trust, and delivering exceptional client care.
• Partner with Social Media Community Managers to turn customer care insights into new content opportunities.
• Collaborate with community managers to identify new client care initiatives.
• Develop partnership with other internal stakeholders that support customer care successes across the organization.

What We Are Looking For

• University degree, preferably in Business, Marketing, Communications, or Data Analytics.
• 3+ years of professional work experience, including 2+ years of social media customer care experience.
• Hands‑on professional expertise with social media management tools, including setup, configuration, integrations, and customer care functionality.
• Experience responding to inbound customer or follower inquiries as well as proactive messaging to online communities.
• Familiarity with social listening, customer care routing, tagging frameworks, and compliance-driven publishing environments.

The Expertise You Bring

• Experience aligning social media tools with enterprise systems such as CRM platforms, case management tools, or other customer care workflows.
• Strong technical fluency with social media tools, APIs, workflows, permissions and analytics integrations.
• High attention to detail and comfort operating in regulated environments.
• A proactive, solution‑oriented approach, using digital tools to communicate with social media followers and possible clients.
• A strong collaborator that thrives in a fast‑paced environment.

Current work authorization for Canada is required for all openings.

Total Rewards That Reflect Your Impact

• Base Salary and Discretionary Performance Bonus: A competitive annual range of $73,000 to $90,000, based on your experience and qualifications.
• RRSP Contribution: After 6 months of employment, we invest in your future with an RRSP contribution—no employee matching required.

We believe exceptional work deserves exceptional recognition. That’s why we offer a competitive compensation package designed to support your success today—and your financial well‑being tomorrow. We’re proud to offer a compensation package that aligns with provincial pay transparency requirements.

Some of the ways we’ll help you feel valued and supported as part of our team:

• Flexible working arrangements - 100% remote, hybrid, and in office options
• Competitive total compensation, including company contributions to your group RRSP without a matching requirement from you
• Comprehensive health benefits that start on your first day, with 100% employer-paid premiums, that include up to $5,000 annually for mental health services and therapy
• Parental leave top‑up to 100% of your salary for a period of 25 weeks
• Up to $650 for home office equipment
• Generous time off policy, including 2 paid days annually to volunteer at a charity of your choice
• Diversity and inclusion programs, including an active network of Employee Resource Groups
• Extensive professional development opportunities, including access to over 11,000 training and development courses, tuition reimbursement, and monetary rewards for completing a required designation

We care a lot about fostering a compassionate, people‑centric culture, and are proud to have been named one of Canada’s Top 100 employers for the last five years. Fidelity Canada is an equal opportunity employer. Fidelity Canada is committed to fostering a diverse and inclusive workplace.

We will consider all qualified applicants for employment regardless of race, color, religion, sex, sexual orientation, gender identity or expression, national or ethnic origin, age, disability, family status, protected veterans’ status, Aboriginal/Native American status or any other legally‑protected ground.

Accommodation during the application process Fidelity Canada welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in the selection process.

We thank all applicants for their interest, please be advised that only those selected for an interview will be contacted.

Why Work at Fidelity?

• Canada’s Top 100 Employers
• Greater Toronto’s Top Employers
• Canada’s Top Family‑Friendly Employers
• Canada’s Top Employers for Young People
• Great Place To Work® Certified
• Best Workplaces for Inclusion
• Best Workplaces for Mental Wellness
• Best Workplaces for Today’s Youth
• Best Workplaces for Women
• Best Workplaces in Financial Services & Insurance
• Best Workplaces in Ontario
• Best Workplaces with Most Trusted Executive Teams
• LinkedIn Top Companies in Canada
• Human Resource Director (HRD) - Best Place To Work
• HRD - 5-Star Benefit Program
• HRD - 5-Star Diversity & Inclusion Employer Designations
• Canadian Compassionate Companies – Certified
• Benefits Canada’s Workplace Benefits Award - Future of Work Strategy
• TalentEgg National Recruitment Excellence Award - Special Award for Diversity & Inclusion in Recruiting
• Canadian HR Reporter's Most Innovative HR Team

Fidelity Canada has become an employer of choice for talented people seeking rewarding career opportunities in the financial services industry. We look to hire outstanding individuals who want to maximize their potential and be challenged in all aspects of their professional careers. To help our employees excel in their roles at Fidelity, we provide everyone here with the best training, resources and support possible throughout their careers. With our help, there’s no limit to what you can accomplish here. We’re excited you’re considering Fidelity for your career plans.