Social Care Specialist

About the role

At Fidelity, we've been helping Canadian investors build better financial futures for over 35 years. We offer individuals and institutions a range of trusted investment portfolios and services - and we're constantly seeking to find new and better ways to help our clients. As a privately owned company, we boldly embrace innovation in all areas as we continue to grow our business into the future. Working with us means you'll be part of a diverse and dedicated group of people who make a real difference for our clients and communities every day. You'll have a wide range of opportunities to grow and develop your career in an inclusive environment where you'll feel valued and supported to be your best - both personally and professionally. How You'll Make an Impact: The Social Care Specialist responds to customer and follower queries across Fidelity Canada social channels and ensures we have the tools and integrations needed to deliver an exceptional customer care experience. They optimize our social media ecosystem by engaging with online communities, tracking these conversations, and maintaining effective interaction workflows through enterprise tools and processes. By driving engagement and continuous customer care improvement initiatives, this role transforms social interactions into streamlined service experiences and meaningful business outcomes. Lead Fidelity Canada's social-first customer care strategy and development program Lead implementation and day-to-day management of Sprinklr and ensure seamless integration of social media platforms, workflows, and media monitoring tools. Design and implement workflows that effectively track conversations for regulatory and compliance reasons Work with internal stakeholders in IS, Advanced Analytics, and Marketing to ensure dataflows integrate with other systems and tell the "complete" customer care story. Talk to customers through all social media channels where Fidelity has a presence, building trust, and delivering exceptional client care. Partner with Social Media Community Managers to turn customer care insights into new content opportunities Collaborate with community managers to identify new client care initiatives Develop partnership with other internal stakeholders that support customer care successes across the organization.

Requirements

• University degree, preferably in Business,, Marketing, Communications, or Data Analytics
• 3+ years of professional work experience, including 2+ years of social media customer care experience
• Hands-on professional expertise with social media management tools, including setup, configuration, integrations, and customer care functionality.
• Experience responding to inbound customer or follower inquiries as well as proactive messaging to online communities.
• Familiarity with social listening, customer care routing, tagging frameworks, and compliance-driven publishing environments.
• The Expertise You Bring:
• Experience aligning social media tools with enterprise systems such as CRM platforms, case management tools, or other customer care workflows.
• Strong technical fluency with social media tools, APIs, workflows, permissions and analytics integrations.
• High attention to detail and comfort operating in regulated environments.
• A proactive, solution-oriented approach, using digital tools to communicate with social media followers and possible clients.
• A strong collaborator that thrives in a fast-paced environment.
• Current work authorization for Canada is required for all openings.
• Total Rewards That Reflect Your Impact
• We believe exceptional work deserves exceptional recognition. That's why we offer a competitive compensation package designed to support your success today-and your financial well-being tomorrow.
• For this role, your total rewards include:
• Base Salary and Discretionary Performance Bonus: A competitive annual range of $73,000 to $90,000, based on your experience and qualifications.
• RRSP Contribution : After 6 months of employment, we invest in your future with an RRSP contribution-no employee matching required.
• We're proud to offer a compensation package that aligns with provincial pay transparency requirements .
• This posting represents an existing vacancy within our organization-an opportunity to step into a role where your talents will make a meaningful difference.

Benefits

Additional Information

Job Description You will be working on a flexible hybrid schedule as part of Fidelity's dynamic working arrangement. The work location for this role is 483 Bay Street in Toronto until approximately late 2026, when the work location will change to the new Mississauga office at 3 Robert Speck Parkway.

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