Customer Service Team Lead (Remote)

What We Do

We’re a marketing software company that serves small business owners, primarily financial advisors, and insurance agents. About 40,000 small businesses use our tools to build websites and send out our content. Generally, these businesses don’t have marketing departments but are growth-minded enough to know they need to market themselves. 

We help them do just that. We work together to create beautiful website designs, automated marketing tools, and award-winning educational content for them. The end goal is to help them build better relationships with their clients with less hands-on effort.

About Our Culture

FMG started over a decade ago and now has 300+ (and growing!) employees spread out across the globe. We embrace a fast-paced, results-oriented culture, and focus on a healthy work/life balance. We value collaboration and open, thoughtful communication. We believe work should be both engaging and challenging, mixed with a good sense of humor. 

Our goal is to invest in motivated, successful individuals and watch them succeed both inside and outside of work. We’re building a winning team of A+ players and we hope you’ll be next to join us. 

Our Commitment to Diversity, Equity, and Inclusion

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 diversity and inclusion in our employees, services, and products, as well as in the communities in which we live and work. 

Our Employee Benefits

FMG strives to be a top-tier employer. We continually evaluate our benefits and total compensation packages to ensure we offer our employees the most competitive package we can provide. 

• Generous paid Holiday schedule with a paid Winter Holiday Shutdown week
• Comprehensive paid time off policies including vacation, sick, parental, and bereavement leave.
• Robust Insurance Plan including:
  • 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
• Employee Events Committee that plans fun in-person and virtual events
• On Demand Pay - allows access to a portion of your earned wages prior to the payday with same day deposit
• Internet & Gym Reimbursement!
• Work computer equipment is provided to help you succeed :)

About the Role

We are in search of a highly skilled and motivated Customer Service Team Lead to become an integral part of our team. This role is pivotal to the success of our company, serving as the primary management contact for our Customer Service Representatives and the initial point for client escalations. It requires advanced problem-solving and critical thinking abilities beyond those of typical customer service positions.

The ideal candidate will possess exceptional attention to detail, patience, and multitasking capabilities. As a Team Lead, you will be accountable for the success of your team and the overall Service department. Our Team Leads wear many hats, seamlessly transitioning between roles as a coach, cheerleader, confidant, and manager.

At FMG, we seek individuals who are natural problem solvers and can think critically under pressure. The role demands a high level of dedication and resilience, as you will encounter challenging situations that require innovative solutions. This position offers you the opportunity to make a significant impact on our team members’ experiences while growing your skills in a dynamic, supportive environment.

If you are an adept problem solver who thrives in a challenging and dynamic environment, and you are passionate about delivering exceptional customer service, we would love to hear from you. Join FMG and help us continue to set the standard for excellence in customer service. We look forward to welcoming you to our team!

Compensation This position offers $35,000 to $45,000 depending on experience and performance through a combination of wages and monthly performance incentives.

Primary Responsibilities & Expectations

• Handle and resolve complex escalations with professionalism and efficiency.
• Lead and manage a team of 5-10 Customer Service Representatives.
• Conduct monthly one-on-one meetings with team members to provide feedback and support.
• Facilitate training sessions and knowledge updates for the team.
• Hold weekly team meetings to encourage collaboration and align on goals.
• Update and maintain the knowledge base to ensure information is current.
• Address complex customer service inquiries and provide solutions.
• Perform spot checks on tickets and provide coaching to Customer Service Representatives.
• Review backlogs and distribute tickets appropriately.
• Model and mentor team members to meet Key Performance Indicators (KPIs), acting as a motivator and exemplar.
• Resolve negative Net Promoter Score (NPS) surveys.
• Demonstrate flexibility and a willingness to assist with any task.
• Assist customers with inquiries about FMG products, including websites and marketing.
• Utilize FMG’s Customer Service tools (e.g., Hubspot, Aircall, FMG Suite’s Advisor Admin, Guru, Slack, Google Docs) to resolve customer issues.
• Record and maintain detailed notes about interactions with customers.
• Report bugs and issues on platforms to developers.
• Collaborate and coordinate with internal departments to ensure client satisfaction.
• Exhibit patience, empathy, and understanding in all communications.
• Perform all other duties as assigned.
• Maintain access to a private and secure workspace, free from distractions.
• Be accessible during the assigned work schedule for regular duties and responsibilities as outlined by the supervisor.
• Ensure an internet connection with speeds of at least 5 Megabits down / 3 Megabits up (5mbps/3mbps).

Skills and Qualifications

• Demonstrated ability to go above and beyond, looking out for everyone around them and driving team success.
• Strong teaching, mentoring, and motivational skills to guide the team through both easy and challenging situations.
• Goal-oriented and driven, with the ability to execute tasks efficiently.
• A strategic thinker who seeks long-term improvements in customer service processes.
• Willingness to challenge the status quo and implement positive change through new processes and programs.
• Capable of having tough conversations, turning difficult discussions into opportunities for improvement.
• Skilled in de-escalating tense situations with clients, exhibiting true patience and empathy.
• Excellent communication skills, both verbal and written.
• Proactive problem solver with outstanding critical thinking skills.
• Ability to learn quickly and adapt to changing environments.
• Willingness to seek answers and ask questions when needed.
• Ability to work proactively both individually and in a team environment.
• Genuine passion for delivering exceptional customer service with every interaction, actively seeking opportunities to provide positive, memorable experiences.
• Listens carefully and thoughtfully, working collaboratively to assist others in need.
• Exhibits a caring, positive, and cheerful attitude; is adaptable, positive, and supportive, even during stressful situations.
• A self-directed learner with a commitment to continuous improvement.
• Proficiency and fluency in speaking, understanding, reading, and writing English.
• Must be able to type 50+ words per minute.
• Prior experience in leading Customer Service teams is required.

FMG is 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/