Senior Customer Support Specialist, Technical

Fidelity is hiring a Senior Customer Support Specialist, Technical to join our fully remote team in the United States. As a Senior 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: • Maintain high customer satisfaction scores • Document solutions and improve help content • Respond to customer questions via chat, email, and tickets • Troubleshoot and resolve product issues • Escalate bugs and feedback to product teams What we offer: • Generous paid time off and company holidays • 100% remote, work-from-anywhere-in-the-US culture • Paid parental leave • 401(k) retirement plan with company match • Home office and wellness stipends 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 • Comfort with support tools (Zendesk, Intercom) • Reliable home internet and a quiet workspace • Ability to learn products quickly Nice to have: • Experience working in a fully remote or distributed team • A track record of taking ownership and shipping independently