Client Experience Team Lead (Remote)

Bethlehem, PA

Full Time

IA Retail Support

Mid Level

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

As the Client Experience Team Lead, you will play a pivotal role in our Client Experience division, focusing on delivering exceptional service to our retail clients. Your primary responsibility will be to lead and manage the Client Experience team, acting as the first line of communication for questions, insight, and guidance on managing client requests.

In this role, you will serve as the subject matter expert across our platforms, incorporating a fully comprehensive understanding of these tools. You will act as a mentor to your team, providing guidance and support to enhance their skills and performance.

Ultimately, your job is to ensure that all client requests are managed correctly, proper expectations are set with clients and the team, and that our clients receive outstanding support and service during each interaction with us.

If you are passionate about client satisfaction and possess at least three years of experience in leading a support team, we invite you to apply for this exciting opportunity to make a significant impact on our clients' success.

Compensation This position offers $55,000-$65,000 depending on experience and qualifications.

Primary Responsibilities & Expectations

Lead and manage the Client Experience department, ensuring the delivery of exceptional client service.
Ensure adherence to established processes and provide support during high workload periods.
Be the subject matter expert across our platforms, incorporating a fully comprehensive understanding of Forge, Fuse and Attract.
Act as a mentor to direct reports, providing guidance and support to enhance their skills and performance.
Collaborate with internal teams to align client feedback with product improvements and service offerings.
Serve as a liaison between clients and internal departments, ensuring a seamless flow of information and proactive problem resolution.
Manage Client Experience team escalations and act as the point person between Coordinators/Specialists and other departments.
Lead efforts to communicate product and technical knowledge across the team.
Lead and manage the hiring and new hire training process, as needed.
Assist your direct manager with reporting, as needed.
Manage team timecard adjustments and time-off requests.
Lead weekly team meetings and conduct 1:1s to assess individual and task progress and coordinate activities, fostering a collaborative and communicative environment.
Identify and work with your direct manager to facilitate and be the mediator for both personnel and performance issues.
Stay informed on industry trends and best practices to continuously improve our client experience strategies.
Perform any other duties or responsibilities as assigned by the manager.
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 minimum of 3 years of experience in leading a support team, with a proven track record of driving client satisfaction.
Strong leadership skills with the ability to mentor and guide a team.
Detail-oriented and organized, with the ability to manage multiple priorities and projects effectively.
Excellent communication and interpersonal skills.
Ability to collaborate effectively with internal teams and external clients.
Proactive problem-solving skills and a client-focused mindset.
Familiarity with industry trends and best practices in client experience.
Passion for delivering exceptional client service and enhancing client satisfaction.
Comfortable in a dynamic environment, quick to adapt to changes and challenges.
Proficient in utilizing cutting-edge tools and technology to enhance client interactions and team performance.

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/

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While FMG is a remote first employer, the Client Experience and Success Team has made the strategic decision to focus their hiring efforts in the Bethlehem, PA area.
This decision enables the team to maintain the ability to gather together in person for social, collaboration and; training needs. As a member of this team you will have the chance to attend in person events as applicable. Do you live within 60 miles of Bethlehem, PA?*

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We currently offer $55,000 to $65,000 for the Client Experience Team Lead role at FMG; depending on experience and qualifications. If this aligns with your salary expectations, please select Yes.*

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