Social Care Specialist

Fidelity Canada•Toronto, ON

9d•Hybrid

About The Position

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.
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.

Responsibilities

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.

Benefits

Competitive annual range of $73,000 to $90,000, based on your experience and qualifications.
RRSP contribution after 6 months of employment
Flexible working arrangements - 100% remote, hybrid, and in office options
Competitive total compensation, including company contributions to your group RRSP without a matching requirement from you
Comprehensive health benefits that start on your first day, with 100% employer-paid premiums, that include up to $5000 annually for mental health services and therapy
Parental leave top-up to 100% of your salary for a period of 25 weeks
Up to $650 for home office equipment
Generous time off policy, including 2 paid days annually to volunteer at a charity of your choice
Diversity and inclusion programs, including an active network of Employee Resource Groups
Extensive professional development opportunities, including access to over 11,000 training and development courses, tuition reimbursement, and monetary rewards for completing a required designation