Client Service Manager II

Fidelity Investments Inc.; Salt Lake City (UT); On-site; USD 65,000 - 90,000; Full time

Job summary

Fidelity Investments Inc. is seeking a Client Service Manager to support users of the Fidelity Private Shares (FPS) platform. You will handle inbound tickets, guide users via self-help resources, and work with developers to translate customer feedback into product improvements.

Ideal candidates will have 3–5 years in B2B SaaS customer support, strong communication, and a proactive, collaborative mindset focused on startup growth and delivering excellent service.

Qualifications

• 3–5 years of experience supporting customers in a B2B SaaS environment.
• Strong verbal and written communication skills.
• Empathetic, tech‑savvy and eager to learn in a startup environment.
• Familiarity with Zendesk, Hubspot Service Hub or similar ticketing tools.

Responsibilities

• Support users of the Fidelity Private Shares platform through inbound tickets and self‑help resources.
• Collaborate with developers to solve problems and relay customer feedback to the product team.
• Assist with other client service initiatives as needed.

Skills

B2B SaaS customer support

Verbal and written communication

Empathetic and tech-savvy

Zendesk familiarity

Hubspot Service Hub familiarity

Tools

Zendesk

Hubspot Service Hub

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) platform—through 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.

Fidelity’s 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.

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.