Team Manager Customer Experience Investly

Role Overview

Work Arrangement

• This is a regular, full-time role on a hybrid work schedule.
• The work location is 483 Bay Street in Toronto until approximately late 2026, after which it will move to 3 Robert Speck Parkway in Mississauga.

Key Responsibilities

• Interact virtually with users to answer industry and product questions and remove barriers to adoption.
• Support client onboarding and coordinate incoming customer issues with subject-matter experts.
• Develop CX processes across onboarding, engagement, and retention.
• Set and track product support success metrics.
• Collect and prioritize client feedback to improve the product.
• Build and lead a high-performing team and develop training and onboarding materials.
• Partner with Digital Product Development and the broader organization to provide customer insights.

What We Are Looking For

• At least 3 years of experience in financial services, back-office, sales, or client support.
• A university degree or equivalent work experience.
• Experience in metrics- and data-driven organizations and client-facing roles.
• Strong critical thinking, problem-solving, organizational, communication, and leadership skills.
• Proficiency with diverse digital tools.
• One year of coaching, training, managing, and mentoring experience is preferred.
• Experience with digital products is preferred.

Compensation

• Total annual cash compensation, including base salary and target bonus, ranges from $105,000 to $129,000 based on experience and qualifications.
• After six months of employment, Fidelity provides an RRSP contribution without requiring employee matching.

Benefits and Support

• Benefits include employer-paid health coverage, mental health services, flexible working arrangements, home office equipment support, parental leave top-up, paid volunteer days, and professional development opportunities.
• Fidelity provides an inclusive workplace and application accommodations for candidates with disabilities.