Client Experience Team Lead

Fidelity will not provide immigration sponsorship for this position.

About the role

The Team Lead – Non-Profit Experience operates in a service team environment and reports to the Senior Manager, Non-Profit Experience. This role requires excellent customer service skills, an understanding of non-profit operations, and the ability to manage priorities effectively. The Team Lead fosters a positive team environment, maintains strong working relationships with business partners, and possesses superior communication skills for escalated customer interactions, coaching associates, and collaborating with internal and external colleagues. This high-profile role offers exposure to senior leaders across Service Delivery Operations within Fidelity Philanthropic Services.

Responsibilities

• Conduct call review and coaching sessions for associates via 1:1 meetings.
• Assist leaders with daily, weekly, and monthly reporting and data analysis.
• Coordinate and lead training for new and existing associates, with strong facilitation and presentation skills.
• Assist managers with forecasting, coverage needs, and call routing.
• Support recognition and rewards for individuals and the team.
• Act as the first point of contact for escalations and assist with non-profit organization (NPO) calls as needed.
• Contribute to process improvement efforts, identifying opportunities to increase efficiency and mitigate risk.

Requirements

• College degree or extensive experience in the non-profit sector.
• 5+ years of experience in customer service or service operations.
• Preferred experience in a leadership capacity.
• Strong knowledge of non-profit operations highly desirable.
• Above-average proficiency with Microsoft Excel, PowerPoint, and Word.
• Working knowledge of Fidelity systems (FBSI, XTRAC, FDOT, CDV) preferred.
• Proficient and/or familiar with Fidelity telephony products (Genesys, NICE).
• Must be able to meet overtime commitments and maintain a flexible schedule.

Skills

• Customer-obsessed with strong problem-solving skills and excellent follow-through.
• Comfortable working under pressure to meet tight deadlines with demonstrated attention to detail.
• Able to lead multiple, sometimes conflicting priorities while balancing client and organizational needs.
• Flexible and able to pivot to ad hoc requests supporting leadership and business needs.
• Strong leadership qualities with mentoring and career development skills.
• Clear and recognizable ability to lead by example.
• Works well independently and collaboratively with internal/external business partners across Service Delivery and other business units.
• Strong and effective verbal and written communication skills.
• Superior organizational, planning, multitasking, and time management skills.
• Highly effective in decision-making and problem resolution.

About the Team

Fidelity Philanthropic Services (FPS) (www.fidelitycharitable.org) is a public charity that sponsors the largest national donor-advised fund program and a pooled income fund. Since 1991, Fidelity Charitable has introduced tens of thousands of donors to the benefits of using a donor-advised fund to meet their philanthropic goals. Fidelity Charitable is governed by an independent Board of Trustees and partners with Fidelity Investments as its service provider, which supports all functions including Program Development, Marketing, Service Delivery, Relationship Management, Finance, Technology, Risk and Compliance, and Fundraising.

Schedule

This role operates under Fidelity’s onsite working model, which is transitioning to full-time onsite presence through a phased rollout. Onsite expectations may evolve, though this role is not fully remote.