Customer Care Specialist

About the role

Threecolts is seeking a Customer Care Specialist to help users get unstuck, understand the platform, and extract maximum value from its suite of tools. The role blends reactive support with proactive outreach, aiming to boost satisfaction and drive account growth.

Key responsibilities

• Provide high‑quality support via chat, email, and one‑to‑one or team meetings.
• Maintain strong CSAT scores by delivering empathetic, personalized responses.
• Identify upsell and cross‑sell opportunities during support interactions to increase customer lifetime value.
• Research account context, draft concise outreach, and follow up on fit‑based expansion opportunities.
• Adopt a research‑first approach, using internal documentation and AI tools to resolve technical issues before escalating.

Required profile

• Curious self‑starter who enjoys digging into technical problems.
• Resourceful and comfortable navigating complex product environments.
• Strong critical‑thinking skills and a commitment to thorough problem investigation.
• Highly empathetic with a focus on delivering authentic human interaction.

Required skills