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 labs.fidelity.com.

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 technology

The 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 operations

The Value You Deliver

• You work well in a fast growing team and collaborative environment
• You are customer focused and passionate about achieving client's goals