Customer Operations Specialist

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. 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! At FMG, we're serious about being an awesome place to work! We've earned the USA Top Workplace award four years running now, 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. Our Employee Benefits 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 FMG's Product Operations team sits at the intersection of Product, Engineering, and the business, and we're growing. We're looking for a Product Operations Specialist to own the documentation, organizational readiness, and transactional customer communications that keep our teams and customers informed and prepared as our products evolve. This is a hands-on role for someone who is equal parts strong writer and organized operator. You'll produce the guides, comms, and knowledge bases that keep customers supported and internal teams ready, and you'll be the person who stays on top of the details and chases down the right answers before anything goes out the door. You'll be part of a ProdOps team that operates as a force multiplier across the product org, which means your work will touch every product line we build. If you take real ownership of quality, are energized by structure and follow-through, and are genuinely curious about how AI can make documentation and communication faster and better, we'd love to hear from you. Compensation This position offers between $60,000-$63,000; depending on experience. Primary Responsibilities & Expectations Own product documentation: Produce and maintain clear, user-friendly customer-facing and internal product documentation Manage the Knowledge Bases: Keep our client-facing Knowledge Bases accurate and current, using support signals and usage data to find and close documentation gaps Drive organizational readiness: Create and coordinate readiness documentation and internal team training so customer-facing teams are prepared for product changes and enhancements, system migrations, and launches. There is room for creativity here: help us brainstorm new, impactful resources for the broader team! Own transactional customer communications: Write, build, and send operational, time-sensitive comms, such as outage banners and product-change notifications, that keep customers informed when something needs their attention Document incidents and escalations: When something breaks, collaborate and coordinate across Product and Engineering teams to understand the issue and its customer impact, then produce the internal documentation and Root Cause Analysis reports that get our customer-facing teams equipped to respond to clients Manage customer feedback channels: Maintain the customer feedback and feature-request channel, and support beta program coordination and feedback collection ahead of general release Lean into AI: We expect this role to use AI tools actively, both for your own productivity in drafting, summarizing, and documentation, and for finding opportunities to apply AI-assisted workflows across our work. You don't need to be an AI engineer, but you should be genuinely curious about where AI creates leverage and willing to experiment 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 strong writer who can turn complex, sometimes messy technical information into clear, user-friendly documentation, adapting tone and depth to fit the audience Accurate and thorough, asking the right follow-up questions to make sure the details are correct before they go out Organized and able to juggle multiple projects and shifting priorities at once without losing track of any of them A natural coordinator who stays on top of moving parts and follows through until loose ends are closed, especially when the answer requires pulling together several people who don't have the full picture Comfortable operating in ambiguity, staying effective when things are unclear and the answer isn't obvious yet A strong verbal communicator who collaborates well across teams Hands-on experience with AI tools, including creating AI-friendly documentation and writing effective prompts. This is a practitioner bar: you should already be using AI as a core part of how you work, not catching up to it Expertise working with cloud-based, software-as-a-service (SaaS) products and platforms Financial services and insurance industry knowledge is a plus 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 View email address on click.appcast.io. You can find out more about what it's like to work at FMG, by visiting #J-18808-Ljbffr