Lead Client Success Specialist

Care.com•Dallas, TX

2d•Hybrid

About The Position

Care.com is hiring its most senior individual contributor on the Client Success team to handle complex, high-stakes cases and support the Connect platform. The role focuses on Connect account support, independent technical troubleshooting, payment dispute evidence, escalations, and coaching other specialists. The specialist is also responsible for performing Level 1–3 duties, including general support, welcome calls, check-ins, upsells, payment failures, priority lane calls, privacy requests, save calls, and primary retention duties, while maintaining a primary focus on Connect. The position is based at Care.com’s Dallas office and follows a hybrid schedule, with in-office work Monday, Wednesday, and Thursday. Success measures include fast and accurate resolutions, compliant dispute evidence, strong documentation and escalations, growth of coached specialists, an Exceeds Expectations rating, completion of Level 4 Development and Choice Paths, a 35% dispute win rate, a 40% save rate, same-day escalation turnaround, a ticket close rate of 120 or more, and a dial rate of 3 per hour.

Requirements

At least 2 years in a Client Success or equivalent role, with a record of strong performance in account management and relationship building.
Comfort with payment platforms and account systems, and persistence in finding root causes.
Sound judgment to make decisions without relying on a developer or manager.
Meticulous attention to detail and discretion with confidential information.
Clear writing for members, dispute submissions, and JIRA tickets.
Ability to coach others.

Nice To Haves

JIRA experience.
Stripe experience.

Responsibilities

Serve as the team’s subject-matter expert for Connect accounts, including setup, verification, payouts, and restrictions.
Use Stripe access to investigate account and transaction activity and communicate clear next steps.
Identify recurring platform issues and document supporting evidence.
Independently reproduce, diagnose, and resolve complex technical issues; isolate causes, test fixes, and document results.
Escalate issues requiring engineering support through JIRA with reproduction steps, impact, and evidence.
Turn troubleshooting findings into knowledge-base articles and team guidance.
Own payment disputes from case research through submission of rebuttal evidence.
Handle sensitive personal, financial, and communication records discreetly and in accordance with privacy and compliance standards.
Track dispute outcomes and identify trends that may improve recovery.
Manage BBB and Trustpilot escalations with empathy and sound judgment.
Train new specialists and coach peers; support Specialists I, II, and Retention on cases beyond their scope.
Perform all Level 1–3 responsibilities, including general support, welcome calls, check-ins, upsells, payment failures, priority lane calls, privacy requests, save calls, and primary retention duties.
Maintain a primary focus on supporting and managing the Connect platform.