Client Service Manager II

Client Service Manager

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.