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Customer Support Manager

Company: Fidelity Investments
Location: Boston
Posted on: November 26, 2022

Job Description:

Job Description: Fidelity Labs is looking for a Customer Support Manager to join a new startup. The startup s focus is building innovative technology for financial services. This role will be responsible for leading a growing support team to deliver the highest quality service and issue resolution for customers.The Team We are Fidelity Labs, Fidelity Investments in-house FinTech incubator with a mission to build new businesses to drive growth for Fidelity. We seek to shape the future of our industry by building new products and services to improve the lives of the diverse set of customers, businesses, and financial institutions we serve.Fidelity Labs is a dynamic workplace that combines the best parts of startup life---building from scratch, adapting quickly, and moon-shot ambition---with the scale and stability of an industry leader. We provide a safe space for startup teams to explore new business ideas, quickly test them with customers, and scale the most promising concepts within an existing business unit, or as a new venture. Learn more at The Expertise You Have

  • In depth knowledge and experience supporting SaaS applications in a customer facing problem-solving technical support role
  • Expertise in technical integration technologies such as API operations and JSON concepts along with other web and database technologyThe Skills You Bring
    • Experience leading and scaling customer support teams in a high growth environment
    • Technical capability and intuition to prioritize product fixes through an understanding of the customer impact and platform
    • Ability to lead and assess customer advocacy through measures including Customer Happiness (CSAT), Net Promoter Score (NPS), customer effort, first response time, cost per conversation and time to resolve metrics
    • Experience and passion to guide and coach others
    • Familiarity with Support tools such as Salesforce, Confluence and Jira
    • Bonus points for domain knowledge or expertise in compliance and content management operationsThe Value You Deliver
      • You work well in a fast growing team and collaborative environment
      • You are customer focused and passionate about achieving client's goalsCertifications: Company OverviewFidelity Investments is a privately held company with a mission to strengthen the financial well-being of our clients. We help people invest and plan for their future. We assist companies and non-profit organizations in delivering benefits to their employees. And we provide institutions and independent advisors with investment and technology solutions to help invest their own clients' money.Join UsAt Fidelity, you'll find endless opportunities to build a meaningful career that positively impacts peoples' lives, including yours. You can take advantage of flexible benefits that support you through every stage of your career, empowering you to thrive at work and at home. Honored with a Glassdoor Employees' Choice Award , we have been recognized by our employees as a Best Place to Work in 2022. And you don't need a finance background to succeed at Fidelity-we offer a range of opportunities for learning so you can build the career you've always imagined.At Fidelity, our goal is for most people to work flexibly in a way that balances both personal and business needs with time onsite and offsite through what we're calling " Dynamic Working ."We invite you to Find Your Fidelity at .Fidelity Investments is an equal opportunity employer. We believe that the most effective way to attract, develop and retain a diverse workforce is to build an enduring culture of inclusion and belonging.Fidelity will reasonably accommodate applicants with disabilities who need adjustments to participate in the application or interview process. To initiate a request for an accommodation, contact the HR Accommodation Team by sending an email to , or by calling , prompt 2, option 3.

Keywords: Fidelity Investments, Boston , Customer Support Manager, Executive , Boston, Massachusetts

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