Manager - Customer Support

March 21

🏈 Alabama – Remote

Although this job is listed in Alabama, this company may be open to hiring remote in other states.

🌵 Arizona – Remote

Although this job is listed in Arizona, this company may be open to hiring remote in other states.

+29 more states

🏈 Alabama – Remote 🌵 Arizona – Remote 🏄 California – Remote ⛰️ Colorado – Remote 🐊 Florida – Remote 🥔 Idaho – Remote 🌽 Illinois – Remote 🌾 Iowa – Remote 🌪️ Kansas – Remote 🐎 Kentucky – Remote 🦞 Maine – Remote 🗻 New Hampshire – Remote 🏖️ New Jersey – Remote 🌶️ New Mexico – Remote 🗽 New York – Remote 🌲 North Carolina – Remote 🏈 Ohio – Remote 🌲 Oregon – Remote 🍂 Massachusetts – Remote 🚗 Michigan – Remote ❄️ Minnesota – Remote 🏰 Missouri – Remote 🔔 Pennsylvania – Remote 🌴 South Carolina – Remote 🗿 South Dakota – Remote 🎸 Tennessee – Remote 🤠 Texas – Remote ⛷️ Utah – Remote ⚔️ Virginia – Remote ☕ Washington – Remote 🧀 Wisconsin – Remote

💵 $50k - $70k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

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FMG

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FMG is a comprehensive marketing platform tailored specifically for financial advisors and related financial services industries, including broker-dealers, wealth management firms, and insurance agents. The company offers a suite of digital marketing tools designed to help build brands, engage with clients, and grow businesses through an all-in-one solution. FMG provides website tools, content marketing automation, social media management, and client communication solutions, focusing on making financial advisory marketing more accessible and effective. Known for its high customer satisfaction, FMG supports advisors in showcasing their expertise and improving client interaction with modern marketing strategies.

Automated Marketing • Financial Services Marketing • Websites • Digital Marketing • Social Media

201 - 500 employees

Founded 2011

💸 Finance

☁️ SaaS

💰 Series A on 2016-08

📋 Description

• Manage and lead 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.

🎯 Requirements

• 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.

🏖️ Benefits

• 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 :)