Manager Customer Support (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

At FMG, we seek passionate individuals who thrive on challenges and persevere in the face of obstacles. We are committed to putting the customer first and delivering the best possible experience. As an FMG Customer Support Manager, you will play a key role in upholding this commitment by leading a team, managing processes, de-escalating customers and ensuring exceptional service. Your primary focus will be to guide your team in achieving key goals, metrics, and KPIs.

Compensation This position offers $50,000 to $70,000; depending on qualifications & experience.

Primary Responsibilities & Expectations

• Lead and manage a team of Customer Service Representatives (CSRs) to ensure outstanding customer support and satisfaction.
• Conduct regular one-on-one meetings and performance reviews to provide coaching, feedback, and support for professional development.
• Oversee day-to-day team operations, ensuring adherence to company policies, service level agreements (SLAs), and key performance indicators (KPIs).
• Facilitate training sessions, workshops, and knowledge-sharing meetings to ensure team members are up-to-date on products, procedures, and best practices.
• Address and resolve complex customer issues and escalations with professionalism and efficiency.
• Monitor customer service interactions, providing guidance and constructive feedback to enhance service quality.
• Develop and maintain customer service policies, procedures, and training materials to streamline operations and improve efficiency.
• Collaborate with internal departments (e.g., Sales, Product, Marketing) to enhance the overall customer experience.
• Analyze customer feedback, service trends, and team performance metrics to identify areas for improvement and implement strategic solutions.
• Maintain and update the knowledge base with accurate, comprehensive, and accessible resources.
• Participate in hiring, onboarding, and training new customer service team members to ensure seamless integration into the team.
• Foster a positive, inclusive, and high-performance team culture that aligns with the company’s mission and values.
• Take an active role in special projects and initiatives aimed at improving customer retention, reducing churn, and optimizing the customer journey.
• Stay informed of industry trends, best practices, and emerging customer service technologies to keep the team ahead of the curve.
• Perform additional duties as assigned.
• Access to a private & secure workspace, free from distractions
• An internet connection with speeds of 5 Megabits down / 3 Megabits up (5mbps/3mbps)
• 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

• 3 years of experience in a Customer Support Manager position leading a team preferred but not required
• Proven experience in a customer service management or leadership role, with a strong track record of coaching and developing high-performing teams.
• Excellent communication skills, both verbal and written, with the ability to clearly convey complex information to customers and team members.
• Strong leadership and mentoring abilities, with a focus on motivation, performance management, and professional growth.
• Ability to analyze data and performance metrics to drive decision-making and continuous improvement initiatives.
• Exceptional problem-solving and critical-thinking skills, with the ability to handle escalations and difficult customer situations effectively.
• Adaptability and resilience in a fast-paced, dynamic environment.
• Strong organizational and time-management skills, with the ability to manage multiple priorities simultaneously.
• Passion for delivering outstanding customer experiences and fostering a culture of service excellence.
• Ability to work collaboratively across departments and influence stakeholders to enhance customer service operations.
• Tech-savvy, with experience using customer support tools such as HubSpot, Zendesk, Aircall, or similar platforms.
• Proficiency in Microsoft Office, Google Suite, and other relevant business tools.
• Must be able to type at least 50+ words per minute.
• Prior experience in a SaaS or technology-driven environment is a plus.
• Bachelor’s degree preferred but not 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/