Client Support Manager (Fintech)

TL;DR

Client Support Manager (Fintech): Managing complex client support requests and technical incidents for a leading clearing broker with an accent on product expertise and escalated issue resolution. Focus on providing high-quality support to brokerage and portfolio manager clients while maintaining effective communication across multi-channel environments.

Location: Must be based in Canada with valid work authorization. The role follows a hybrid schedule, currently based in Toronto with a transition to Mississauga in late 2026.

Salary: $70,000–$105,000 CAD (Base salary plus target bonus).

Company

Fidelity Clearing Canada is a leading independent clearing broker and custodian providing trade execution, clearing, and back-office support services to the Canadian brokerage market.

What you will do

• Research and resolve customer issues related to product offerings, including mission-critical support requests and application defects.
• Perform advanced troubleshooting in a multi-channel environment to address escalated customer issues.
• Provide training and support on FCC applications to clients.
• Manage technical support system requests, including specific client customizations.
• Handle escalated support issues, including triage and management, ensuring effective communication throughout the resolution cycle.
• Translate new product information into customer-facing support content.

Requirements

• Must have valid work authorization for Canada.
• 3+ years of experience in service or operations support roles within the financial services industry.
• Completion of a 3-year post-secondary education or equivalent work experience.
• Strong analytical skills with the ability to identify and resolve complex issues.
• Excellent verbal and written communication skills.
• Proficiency in Microsoft Office (Excel, Word) and Adobe.

Nice to have

• Experience with Broadridge (Dataphile).
• Completion of the Canadian Securities Course (CSC).
• Bilingual proficiency in English and French.

Culture & Benefits

• Competitive compensation package including base salary and discretionary performance bonus.
• RRSP contribution plan provided after 6 months of employment with no matching required.
• Flexible hybrid working arrangement.
• Recognized as one of Canada's Top 100 Employers with a focus on diversity, inclusion, and mental wellness.
• Commitment to a diverse and inclusive workplace with support for accommodations during the hiring process.