Specialist, Client Services

This role is remote, but our ideal candidate is able to work EST hours.

Who We Are 
Marketbridge is a growth consulting and marketing firm dedicated to helping modern leaders accelerate performance with no signal loss from strategy through execution. We combine management consultancy with marketing agency expertise, all backed by marketing science, creative problem-solving, and technological know-how. Our integrated approach brings together teams, technology, data, strategies, processes, and plans to fuel sustainable revenue growth and build deeper, more resonant customer relationships. We partner with some of the world’s largest and most ambitious brands, providing innovative solutions that drive commercial agility and long-term success.
 
Who We're Looking For
One of our fastest-growing lines of business is our Direct Mail Services practice area headlined by our Intelisent Platform. Intelisent delivers insights to help customers continuously improve the execution of their marketing strategy.  This is a managed service, which means the single most important business layer is our frontline customer success team which ensures Intelisent delivers continuous value to our clients.  That’s why we are looking for a highly motivated individual who naturally fits into our culture and believes they will be a passionate contributor to customer success.  Intelisent’s Customer Services team is a collaborative, remote group fulfilling frontline client needs to ensure high-quality customer experience. 

Responsibilities

• Always demonstrate patience, understanding, and empathy with customers to make sure their needs are taken care of in a timely and respectable manner 
• Maintain an expert knowledge of all Intelisent products, services, and functionality
• Serve as the liaison between customer and Intelisent production support
• Actively monitor live production environment and emails to identify, communicate, and resolve quality control and product issues
• Maintain internal and external product & training documentation
• Log all relevant client services activity into Customer Relationship Management System (CRM)
• Identify and communicate any activities, situations, or product bugs to the Manager that would impact the achievement of department/company goals and objectives

Qualifications
We are looking for a motivated individual with customer service experience who is eager to make an impact and improve the end-user experience.  We are looking for someone who:  
 

• Has a bachelor's degree and 2-3 years of experience in the direct mail, postal, or related industry
• Has experience in mail processing, customer service, marketing and/or printing
• Has knowledge of USPS products and processes (a plus, but not required)
• Can work successfully in a remote environment using collaboration and communication tools such as Teams, Outlook, and Monday.com
• Is able to work standard Eastern Time Zone business hours (8:00 am to 5:00 pm with the flexibility to work extended hours)
• Has successfully worked in a help desk/customer service environment, preferably in a professional B2B environment  
• Has strong computer skills and is familiar with flat files in the context of data transfer (txt, csv) and Excel pivot tables, and is proficient in MS Word
• Can balance multiple tasks or projects at one time, under tight deadlines  
• Can communicate clearly both written and verbally via video conferencing, phone, email or chats as well as display strong listening skills to fully understand a customer’s issues and needs 
• Will scrutinize every detail when confronted with a support request to ensure they are seeing the whole puzzle, then apply the best procedures for dealing with a particular problem  

 The ideal candidate will:  

• Show extreme curiosity, with a love of continuous learning, a willingness to ask questions, and an interest in new tools and techniques  

• Be an intellectually stimulated problem solver, a quick learner, a critical thinker, and an independent self-starter who can turn ambiguity into results  
• Be a true team player with a positive attitude, who is comfortable collaborating on projects to deliver top-quality work to our clients  
• Have a strong leadership drive, a contagious enthusiasm for the work we do, and a friendly and approachable demeanour 
• Prioritize innovation and strive to create the best solution with the resources available  

Our Culture
At Marketbridge, we pride ourselves on fostering an entrepreneurial culture filled with intellectually curious, high-spirited individuals committed to making a tangible impact each day. We value our people as our greatest asset, offering a workplace where high performers are acknowledged and rewarded. Working here means joining a team of the brightest minds in the industry, in an environment that champions professional growth and development through a mix of personal initiatives and company-supported learning. We believe in empowering our employees to own their career paths, supported by management guidance and organizational resources.

Note: This position requires candidates to be eligible to work in the United States or Canada without visa sponsorship. Marketbridge is an Equal Opportunity Employer.

The salary range for this role is $65,000 - $75,000.