Customer Care Specialist

Threecolts

13d

About The Position

We’re looking for a Customer Care Specialist who can help customers get unstuck, understand our products, and get more value from the tools they already use. This role includes both reactive support and proactive support-led growth: answering inbound questions, troubleshooting technical issues, hosting 1:1 or 1:team customer meetings, and working from targeted lead lists to reach customers with relevant next steps and promote our tools. This includes researching account context, writing short human outreach, and connecting on fit-based opportunities for upsells, cross-sells, account expansion, or additional support without making the interaction feel like a sales pitch. Maintaining a high CSAT is a top priority, requiring a deeply empathetic, customer-focused approach with high-quality, authentic human responses. The ideal candidate leverages AI tools to speed up background workflows without ever sacrificing genuine, personalized human interaction. A strong fit for this role is a curious self-starter, resourceful, comfortable digging into highly technical issues, and great at thinking critically. You should be able to research available resources and tools extensively before asking for help.

Requirements

• 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.

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.
• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed