Customer Care Specialist

About the role

Threecolts is a leading software suite for online and offline consumer brands, serving companies like Amazon, Walmart, Target, Shopify, eBay, etc. We offer a powerful ecosystem of software solutions for revenue recovery, retail finance, multichannel operations, and pricing optimization. With over 500 employees globally and strong backing, we're scaling fast across new markets and new partner channels.

Responsibilities

• Deliver consistently excellent customer care over chat, email, and 1:1 or 1:team meetings.
• Prioritize maintaining high CSAT standards by delivering deeply empathetic, personalized, and high-quality human responses, ensuring AI tools enhance background efficiency without making customer interactions feel robotic.
• Execute upsells and drive account expansions during support interactions to increase customer lifetime value and revenue.
• Avoid making the interaction feel like a sales pitch by connecting on fit-based opportunities for upsells, cross-sells, account expansion, or additional support.
• Adopt a rigorous research-first approach to problem-solving, independently investigating all internal documentation and avenues to resolve complex issues before escalating or seeking internal assistance.
• Perform technical troubleshooting and data analysis to determine root causes and provide actionable solutions.
• Resolve support issues such as cancellations, product knowledge gaps, general account assistance, and customer complaints quickly and effectively.
• Gather customer feedback, share feature requests or effective workarounds with internal teams, and create/update internal macros and documentation.
• Collaborate effectively throughout the Customer Interactions team and other departments.

Qualifications

• Minimum 4 years of customer service experience in SaaS.
• Proven track record of actively executing sales, upselling, or account expansion within a customer support or customer success environment.
• Proven track record of maintaining high CSAT scores through authentic empathy and high-quality, customer-centric communication.
• Extreme resourcefulness and self-reliance, with a natural inclination to dig deep, troubleshoot, and research solutions independently before asking for help.
• Demonstrated ability to balance tech efficiency with a human touch, using AI tools strictly to optimize workflow speed while keeping customer interactions warm and tailored.
• Excellent written and verbal communication skills, with absolute comfort leading video calls and 1:1 or 1:team customer meetings.
• Ability to work independently under pressure, multitask, and contribute positively to a results-oriented team environment.

Benefits

• Flexible schedule: 8:00 AM to 5:00 PM Eastern Time, Monday - Friday.
• Role type: Independent Contractor with own device.

Pay

$22,000 per year.