Senior Customer Support Specialist, Onboarding

Fidelity is hiring a Senior Customer Support Specialist, Onboarding to join our fully remote team in the United States. As a Senior Customer Support Specialist, Onboarding, you'll help customers succeed and resolve issues with empathy. This is a full-time, work-from-home role open to candidates across the US (Remote — USA). 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: • Maintain high customer satisfaction scores • Escalate bugs and feedback to product teams • Troubleshoot and resolve product issues • Respond to customer questions via chat, email, and tickets • Document solutions and improve help content What we offer: • Home office and wellness stipends • 100% remote, work-from-anywhere-in-the-US culture • Competitive salary and meaningful equity • Flexible working hours across US time zones • Comprehensive medical, dental, and vision coverage 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: • 5+ years of relevant experience • Excellent written and verbal communication • Empathy and patience • Ability to learn products quickly • Reliable home internet and a quiet workspace Nice to have: • A growth mindset and eagerness to keep learning • Experience in a fast-paced, high-growth environment