[Hiring] Customer Care Specialist @Threecolts

Role Description

We’re looking for a fluent Turkish-speaking 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 and troubleshooting technical issues.
• Hosting 1:1 or 1:team customer meetings.
• Working from targeted lead lists to reach customers with relevant next steps and promote our tools.
• Researching account context and writing short human outreach.
• Connecting on fit-based opportunities for upsells, cross-sells, account expansion, or additional support.
• Maintaining a high CSAT is a top priority, requiring a deeply empathetic, customer-focused approach.
• Leveraging AI tools to speed up background workflows while ensuring genuine, personalized human interaction.
• A strong fit for this role is a curious self-starter, resourceful, and great at thinking critically.

Qualifications

• Must be fluent in Turkish (both written and spoken) as well as English.
• 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.

Requirements

• Deliver consistently excellent customer care over chat, email, and 1:1 or 1:team meetings for both our Turkish and English-speaking customer base.
• Prioritize maintaining high CSAT standards by delivering deeply empathetic, personalized, and high-quality human responses.
• 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.
• 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.

Benefits

• Compensation: $22,000 per year.
• Role: Customer Care Specialist (Turkish Speaking).
• Working hours: 7 AM - 4 PM ET, Monday - Friday.
• Role type: Independent Contractor with own device.