What are the responsibilities and job description for the Customer Support Specialist position at PostcardMania?
Join Our Team as a Customer Support Specialist!
Are you interested in joining one of Tampa Bay’s Top Workplaces (for 13 years running!) that provides on-the-job training and a fun, high-energy atmosphere? If you said yes, then look no further!
About Our Company
Founded in 1998, PostcardMania is all about making small business marketing better, smarter, and a whole lot more fun! We're proud to be one of Tampa Bay's Top 100 Workplaces, and as an Inc. 500 marketing powerhouse, we’ve built a team of over 350 amazing people and continue to expand our impact. When entrepreneurs want to see real results, they turn to us!
Your Mission
Your role is to ensure that every client and prospect receives clear, actionable, and timely support—resolving questions and issues the first time, every time. You’ll play a direct part in onboarding new clients to our PCM Nurture platform, supporting our customers, and making it easy for them to see results with our products. We aim for an exceptional client experience at every step.
Work Hours
- Full-time, in-office
- Monday – Friday, 9:00 AM – 6:00 PM (one-hour lunch)
Duties
- Handle customer communications regarding onboarding and support for PCM Nurture and storefront/API products (full training provided).
- Deliver clear instructions, follow-ups, and troubleshooting via live chat, email, and phone.
- Guide new users through onboarding steps, including account setup, training calls, and data imports.
- Respond to existing client inquiries, resolve technical or process-related questions, and help customers maximize platform usage.
- Manage VIP accounts with care and urgency.
- Use multiple computer systems, internal software, LiveAgent ticketing, and communication tools.
- Process simple configuration fixes or escalate more complex issues as needed.
- Document recurring customer pain points and suggestions to supervisors to improve service.
- Complete daily administrative and reporting duties, including time and stat tracking.
- Perform other duties as assigned.
Requirements
- Strong computer skills and ability to learn new software quickly
- Professional verbal and written communication skills
- Ability to type at least 40 WPM with accuracy
- Fast learner with a detail-oriented mindset
- Basic knowledge of Microsoft programs (Outlook, Excel, etc.)
- Positive, team-oriented outlook and willingness to help others
- Reliable, responsible, and organized—our customers and team are counting on you
- Comfortable managing and prioritizing multiple tasks at once
- Ability to coordinate information from various sources
- Composed and confident under deadlines or pressure
- Excellent organizational skills with the ability to keep data organized
- Strong ability to multi-task without becoming stressed
- Trustworthy and able to handle confidential information appropriately
Benefits
- Medical, Dental, Vision & Life Insurance
- 401(k), Short- and Long-Term Disability, Accident & Critical Illness coverage
- Paid vacation time that increases with longevity
- 6 paid holidays (New Year’s Day, Memorial Day, Independence Day, Labor Day, Thanksgiving, and Christmas)
- Free on-site yoga twice a week
- Free monthly visits from a local chiropractor and much more!
Salary : $18