Customer Care Specialist

About Threecolts

Threecolts provides a software ecosystem for consumer brands selling through online and offline channels such as Amazon, Walmart, Target, Shopify, and eBay. Its products support business growth across areas like revenue recovery, retail finance, multichannel operations, and pricing optimization. The company has more than 500 employees worldwide and is expanding rapidly into new markets and partner channels.

Who We Are

Threecolts operates as a fast-moving global team that values trust, impact, and quick execution. AI is woven into day-to-day work across the organization to help teams move faster, improve quality, and make better decisions. Team members are expected to take ownership, handle changing priorities, work across multiple responsibilities, and solve problems proactively beyond a narrow scope. Because ambiguity is normal, clear and concise communication is essential.

Role Overview

The Customer Care Specialist will help customers overcome product issues, understand how to use the platform effectively, and get greater value from the tools they already have. The position combines responsive customer support with proactive outreach that supports account growth. In addition to handling inbound questions and technical troubleshooting, the role involves customer meetings, researching account context, and reaching out to targeted customers with relevant next steps, including opportunities for upsells, cross-sells, expansion, or additional support. The approach must feel helpful and personalized rather than sales-driven. Maintaining strong CSAT is a core expectation, so responses must be authentic, empathetic, and human, while AI tools may be used behind the scenes to improve efficiency.

Key Responsibilities

• Provide high-quality support through chat, email, and one-to-one or team customer meetings.
• Keep customer satisfaction high by responding with empathy, accuracy, and a personal touch, while using AI only to streamline internal workflows.
• Identify and act on opportunities for upselling and account growth during support conversations.
• Use a research-led approach to diagnose issues, reviewing internal resources thoroughly before escalating.
• Investigate technical problems and analyze data to identify root causes and practical fixes.
• Handle cancellation requests, product questions, account support issues, and customer complaints efficiently.
• Collect customer feedback, pass along feature requests and workarounds to internal teams, and maintain internal macros and documentation.
• Work closely with the Customer Interactions team and collaborate across departments as needed.

Qualifications

This position calls for an experienced SaaS support professional who is comfortable working independently, solving technical issues, and communicating clearly with customers in writing and on video calls. The ideal person is highly self-reliant, quick to research solutions, and able to balance efficiency with warm, individualized service. The role also requires someone who can contribute to revenue growth through support-led sales motions while staying customer-focused.

Working Arrangements

The schedule is 2pm to 10pm ET (USA), Monday through Friday. This is an independent contractor role, and the candidate must have their own device.

Compensation

The role is listed at $22,000 per year.

Additional Notes

Applicants should be comfortable operating in a fast-changing environment and handling multiple priorities. The job emphasizes autonomy, strong problem-solving, and the ability to communicate clearly when collaboration or escalation is needed.