Client Service Manager II

Soteria Reinsurance Ltd.; Salt Lake City (UT); Hybrid; USD 65,000 - 90,000; Full time

Job summary

Fidelity Investments is seeking a Client Service Manager II in Salt Lake City to support Fidelity Private Shares users, resolve inbound tickets, and guide customers through self-help resources. You will coordinate with product and development teams to relay feedback and help improve onboarding and ongoing success.

The role emphasizes strong communication, organization, and a customer-first mindset, with opportunities to participate in broader client service initiatives.

Qualifications

• 3–5 years of experience supporting customers in a B2B SaaS company.
• Excellent verbal and written communication skills.
• Ability to manage multiple projects and stay organized.
• Empathetic, tech-savvy, and eager to learn new things.

Responsibilities

• Support Fidelity Private Shares platform users via inbound tickets and self-help resources.
• Collaborate with product and engineering teams to relay customer feedback.
• Assist with onboarding and customer success initiatives.

Skills

Customer-focused

Communication

Project management

Empathy

Team player

Tools

Zendesk

Hubspot Service Hub

Job description

## Client Service Manager IIApply: Salt Lake City, UT: Full time: Posted Today: End Date: October 9, 2026 (8 days left to apply): 2131397## ## 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.## ## Certifications:## ## Category:## Client ServicePlease 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.### About UsAt 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 experiences. For information about working at Fidelity, visit FidelityCareers.com.Fidelity Investments is an equal opportunity employer.