Solutions Specialist (Remote)

What We Do

We help Financial Professionals build and grow their business in a variety of different ways.  With over 40,000 clients benefiting from our innovative solutions, we are dedicated to transforming their marketing efforts into growth engines. FMG is the leading all-in-one digital marketing platform empowering financial advisors, insurance agents, and enterprises with scalable and compliant marketing solutions designed to drive organic growth. 

Consistently ranked #1 in market share and customer satisfaction in the T3 Software Survey Report, FMG helps clients stay ahead of evolving trends and effectively implement marketing best practices. Through an intuitive, centralized platform, FMG enables users to efficiently manage websites, email, texting, social media, events, blogs, videos, and more—all in one place.

About Our Culture

At FMG, we have crafted an extraordinary work environment that perfectly balances hard work with an incredible team spirit. Since our inception over a decade ago, we've grown into a thriving community of 450+ dedicated employees spread across the globe. Our fast-paced, results-driven culture is matched by our commitment to maintaining a healthy work/life balance, ensuring that our team members feel fulfilled both personally and professionally.

Collaboration and open, thoughtful communication are at the heart of what we do. Our mission is to invest in motivated, successful individuals, supporting them as they excel both inside and outside of the workplace.

We're building a winning team of A+ players, and we invite you to be a part of this amazing journey. At FMG, you'll find an environment that champions growth, celebrates achievements, and fosters a sense of belonging. Join us, and let's create something extraordinary together!

Our Employee Benefits

At FMG, we’re serious about being an awesome place to work! We’ve earned the USA Top Workplace award three years running (2023, 2024, and 2025), and we’re always looking for ways to keep things great—like regularly checking in on our benefits and pay to make sure you’re getting a truly competitive package.

• Enjoy a generous paid holiday schedule, including a full week off for our Winter Holiday Shutdown.
• Our comprehensive paid time off policies cover vacation, sick days, parental leave, and bereavement leave.
• Our robust insurance plan includes:
  • Medical with $0 co-pay Telehealth plan 
  • Dental
  • Vision
  • Health Savings Account (HSA) with generous employer contributions
  • Flexible Spending Accounts (FSA)
  • Company-paid Life Insurance and Accidental Death & Dismemberment (AD&D) coverage
  • Company-paid Short & Long Term Disability coverage
  • Company-paid Employee Assistance Program (EAP)
• Matching 401(k) with immediate full vesting
• On Demand Pay - allows access to a portion of your earned wages prior to the payday with same day deposit
• Internet & Gym Reimbursement!
• We’ll provide you with the work computer equipment you need to set you up for success!
• Our Employee Events Committee and managers are always planning a mix of fun in-person and virtual events to keep us all connected—plus we also love to throw in some FMG swag, so you can show off your company spirit in style!

About the Role

At FMG, we pride ourselves on an outstanding team culture, amazing coworkers, excellent benefits, and more. We’re looking for passionate, resilient individuals who thrive on challenges and don’t shy away from hearing the word “no.”

We believe we offer the best SaaS product in the world for our customers. As a Solutions Specialist, you will engage with customers via phone and email who are considering canceling or downgrading their accounts. Your primary goal will be to understand the customer’s concerns and provide compelling solutions whether through value statements, product features, or service upgrades to encourage them to maintain their current subscription.

In addition, you will occasionally assist with customer support inquiries and escalations, ensuring our customers receive timely and effective solutions.

Compensation This position offers $16.50/per hour.

Primary Responsibilities & Expectations

• Handle incoming and outbound calls and emails regarding cancellations or downgrades
• Ask probing questions to understand customers’ technology and marketing needs
• Document thorough notes on cancellation reasons, retention strategies, and agreed-upon services
• Proactively offer retention options from pre-determined choices to prevent churn
• Manage subscription changes, coordinating processing, communication, and implementation, including custom requests
• Oversee all customer interactions via phone, chat, email, and written correspondence, updating client records in HubSpot
• Identify upsell opportunities to expand revenue
• Assist customers with questions about FMG products, websites, and marketing tools
• Provide accurate and timely customer service across channels
• Handle complex or escalated customer inquiries with professionalism and patience
• Utilize FMG’s customer service tools (HubSpot, FMG Suite Advisor Admin, Google Docs, etc.) to resolve issues and schedule appointments
• Record detailed notes on all interactions
• Communicate and coordinate with internal departments
• Provide feedback to management on customer experiences and product feedback
• Exercise patience and understanding when assisting frustrated clients
• Efficiently resolve tickets with quality documentation and service
• Perform other duties as assigned
• Access to a private & secure workspace, free from distractions
• Accessible during the assigned work schedule for regular duties and responsibilities as outlined by the supervisor
• An internet connection with speeds of 5 Megabits down / 3 Megabits up (5mbps/3mbps)

Skills and Qualifications

• A great communicator, written and verbal.
• A proactive problem solver. Someone willing to look for the answer as well as ask questions.
• Ability to work well individually and in a team environment.
• Offers exceptional customer service with every interaction, actively seeking opportunities to give positive, memorable service. Listens carefully and thoughtfully, and works collaboratively to help anyone in need.
• Exhibits a caring, positive, and cheerful attitude; is adaptable, positive and supportive, even during stressful situations.
• Self-directed learner.
• Strong sales and closing skills and the ability to overcome objections
• Proficiency and fluency in speaking, understanding, reading, and writing English.
• Computer proficiency within a Google Workplace environment
• Sales and Service Experience in a service-oriented or contact center environment

At FMG, we believe in the wholehearted acceptance of each other regardless of our differences. We strive to foster an environment that allows everyone to contribute to our mission in their unique ways. With the belief that diversity propels innovation, we are continually finding ways to cultivate a commitment to inclusion in our employees, services, and products, as well as in the communities in which we live and work. 

We are proud to be an equal opportunity employer committed to providing employment opportunities regardless of sex, race, creed, color, gender, religion, marital status, domestic partner status, age, national origin or ancestry, physical or mental disability, medical condition, sexual orientation, pregnancy, military or veteran status, and genetic information.  If you require accommodation to complete the application or interview process, please contact [email protected].

You can find out more about what it’s like to work at FMG, by visiting https://fmgsuite.com/about-us/