What are the responsibilities and job description for the Customer Care Specialist position at UpSwell?
Join UpSwell Marketing – A Best & Brightest Company to Work For (3 years running) and an Inc. 5000 Fastest-Growing Company!
At UpSwell Marketing, we help businesses grow through data-driven direct mail and digital marketing strategies. With a passionate team, a collaborative culture, and a commitment to innovation, we provide targeted marketing solutions that drive measurable results.
We’re proud to be recognized as one of the Best & Brightest Companies to Work For in the Nation for three consecutive years and ranked among the Inc. 5000 Fastest-Growing Companies.
About Us:
Taradel, now part of UpSwell, is a leader in data-driven marketing solutions. Together, we deliver smarter, more impactful campaigns that help businesses thrive. We’re looking for a Customer Care Specialist to serve as the go-to resource for our customers—ensuring seamless communication, quick resolutions, and an outstanding client experience. If you're passionate about problem-solving, thrive in a fast-paced environment, and love helping customers succeed, we’d love to hear from you.
Key Responsibilities:
Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this role.
Post-Sales Support
- Reach out to customers for ad approvals via phone, email, text, and Salesforce.
- Address design questions and follow up on orders in holding to ensure timely progress.
- Help streamline processes through proactive communication and follow-up.
General Customer Support
- Provide support to strategic partners, resellers, and their customers.
- Respond to inquiries via phone and email with professionalism and efficiency.
- Resolve escalated service issues and follow up on missing assets or approvals.
- Collaborate with internal teams (Design, Production, Sales) to fulfill client needs accurately and on time.
- Document all client interactions in Salesforce and educate customers on marketing best practices.
Tracking & QA Support
- Assist in investigating and resolving quality assurance concerns.
- Provide timely tracking updates and postage documentation to clients.
- Communicate clearly with customers on tracking and mailing-related questions.
What You’ll Bring:
- 2 years of experience in customer service or account management.
- Strong communication skills and a customer-first mindset.
- Ability to prioritize and multitask in a dynamic, deadline-driven environment.
- Familiarity with Salesforce, Microsoft Office, and related tools.
- A proactive approach to problem-solving and continuous improvement.
- A friendly, positive attitude with a high level of professionalism and urgency.
Reports to: Director of Production and Customer Service
Location: Glen Allen, VA (Hybrid)
UpSwell is proud to be an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate on the basis of race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, veteran status, or any other legally protected status.
