Client Support Manager
Core
Resolve escalated customer issues and triage incidents for Introducing Broker and Portfolio Manager clients of Fidelity Clearing Canada, ensuring mission-critical support for trade execution, clearing, and custody services.
Role type
Senior Client Support Manager (Financial Services)
Builds
Client support solutions and content for brokerage firms and U.S.-based firm arms in Canada
Domain
Financial Services / Clearing & Custody
Deliverable
client delivery
Required skills
Advanced troubleshooting, incident triage, product knowledge, technical support, content translation, decision making, multi-channel communication
Preferred skills
Broadridge (Dataphile) experience, Canadian Securities Course (CSC), bilingualism (English/French)
Technologies
Office (Excel, Word), Adobe, FCC applications
Responsibilities
Research and resolve customer issues relating to product offerings and application defects; perform advanced troubleshooting in a multi-channel environment; provide support and training on FCC applications; handle escalated support issues with strong decision-making capabilities; translate new product information into customer-facing support content.
Seniority
Mid-Senior, hands-on IC
