Customer Support Specialist, Technical

Fidelity is hiring a Customer Support Specialist, Technical to join our fully remote team in the United States. As a Customer Support Specialist, Technical, you'll help customers succeed and resolve issues with empathy. This is a freelance, work-from-home role open to candidates across the US (Remote — US (PST)). About the role You'll help customers succeed and resolve issues with empathy, partnering with a friendly, distributed team across US time zones. We care about outcomes over hours and give you the autonomy, tools, and support to do your best work from home. What you'll do: • Respond to customer questions via chat, email, and tickets • Escalate bugs and feedback to product teams • Maintain high customer satisfaction scores • Troubleshoot and resolve product issues • Document solutions and improve help content What we offer: • Competitive salary and meaningful equity • Paid parental leave • 401(k) retirement plan with company match • Home office and wellness stipends • 100% remote, work-from-anywhere-in-the-US culture How we work We're remote-first and async-friendly. Expect clear documentation, regular feedback, supportive teammates, and real opportunities to grow your career. Fidelity is proud to be an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for everyone.

Minimum qualifications: • 2+ years of relevant experience • Comfort with support tools (Zendesk, Intercom) • Ability to learn products quickly • Excellent written and verbal communication • Reliable home internet and a quiet workspace Nice to have: • Comfort communicating clearly and proactively in writing • Familiarity with modern collaboration tools (Slack, Notion, Linear)