Description:
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.
What We Are Looking For
- 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.