Customer Service Team Lead

Summary

Join FMG, a marketing software company, as a Customer Service Team Lead. This pivotal role involves managing a team of 5-10 representatives, handling complex escalations, and providing coaching and support. You will be responsible for team success and overall service department performance, requiring advanced problem-solving and critical thinking skills. The ideal candidate is a proactive problem solver, a strategic thinker, and possesses exceptional communication and leadership skills. This position offers a competitive salary and a comprehensive benefits package. FMG values a healthy work/life balance and fosters a supportive and collaborative work environment.

Requirements

• 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

Responsibilities

• 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)

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 :)