Customer Success Specialist

Job Description

Job Description

Description:

At Markful, we’re guided by three core values: Service, Reliability, and Quality, with service at the heart of everything we do. Our goal is simple: to be genuinely helpful in every customer interaction, leaving people confident in our expertise, relieved by how easy we make things, and understood as people and partners.

We support customers in ordering custom-printed marketing materials, such as business cards, signage, apparel, and branded products, primarily within the real estate industry.

As a Customer Success Specialist, you will play a key role in delivering that experience. This is a fast-paced, detail-driven position managing 80–100+ customer interactions per day across phone, email, and live chat. You’ll guide customers from order placement through delivery, ensure order accuracy, troubleshoot issues, and follow through until each matter is fully resolved.

Success in this role requires clear communication, sound judgment, strong organization, and consistent follow-through. This is not a passive support role; you are responsible for both communication and outcomes.

Responsibilities include:

• Manage a high volume of inbound customer inquiries via phone, email, and live chat
• Providing clear, accurate information about products and services, and educating customers to help them make informed decisions
• Guide customers through product selection and e-commerce order placement
• Review and process online orders to ensure complete accuracy before submission
• Assisting customers with account questions, website navigation, and online tools
• Troubleshoot order, account, and system-related issues
• Document all interactions thoroughly within CRM and ticketing systems (HubSpot experience a plus)
• Proactively following up to ensure questions and issues are fully resolved
• Collaborating with internal teams to maintain accuracy, reliability, and quality
• Identifying opportunities to improve processes and enhance the overall customer experience

What Success Looks Like:

• Customers feel confident and supported after interacting with you
• Orders are accurate and require minimal rework
• Follow-ups are completed without reminders
• Communication is clear, professional, and solution-focused
• You remain organized and composed during high-volume periods

Qualifications:

• 2+ years of experience in a customer-facing support role, ideally in a high-volume or e-commerce environment
• Demonstrated ability to manage 80+ daily customer interactions across multiple channels
• Strong written and verbal communication skills
• Ability to multitask, prioritize, and manage time effectively in a high-volume environment
• Experience using CRM systems (HubSpot, Zendesk, Salesforce, or similar)
• Comfort navigating e-commerce platforms and web-based tools
• Strong organizational skills and attention to detail
• Professional, calm demeanor under pressure
• Sound judgment and problem-solving ability
• Willingness to occasional overtime
  

Preferred (but not required):

• Experience supporting e-commerce or online order processing
• Familiarity with Microsoft Office and browser-based systems
• Exposure to Adobe Creative Suite or basic design tools
  

Education:
High school diploma or equivalent required

Salary Description: $22-$26 hourly