Lead Client Success Specialist

Care.com•Dallas, TX

2d•$21 - $22•Hybrid

About The Position

The Lead Client Success Specialist is the Client Success team’s most senior individual contributor and go-to expert for complex, high-stakes issues. The role focuses on supporting and managing the Connect platform, independently resolving technical issues, and preparing evidence to defend payment disputes. The specialist also coaches and supports other team members. The position provides expert support for Connect accounts, including setup, verification, payouts, and restrictions. Using Stripe access, the specialist investigates account and transaction activity, identifies next steps, and documents recurring platform issues. They diagnose and resolve complex problems independently, escalating issues to engineering through JIRA when needed and creating knowledge-base articles and team guidance from their findings. The specialist owns dispute cases from research through rebuttal evidence submission, handles sensitive personal, financial, and communication records with discretion and in accordance with privacy and compliance standards, and tracks outcomes and trends. The role also manages BBB and Trustpilot escalations and trains and coaches other specialists. The specialist performs 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, while maintaining a primary focus on Connect platform support and management. Success includes fast and accurate resolutions, compliant dispute evidence, strong documentation, 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, 120+ ticket closes, 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 when handling confidential information.
Clear writing for members, dispute submissions, and JIRA tickets.
Skill in coaching others.

Nice To Haves

JIRA experience.
Stripe experience.

Responsibilities

Serve as the 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 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.
Create knowledge-base articles and team guidance based on troubleshooting findings.
Own payment disputes from case research through submission of rebuttal evidence.
Handle sensitive personal, financial, and communication records accurately and discreetly, following privacy and compliance standards.
Track dispute outcomes and identify trends to improve recovery.
Manage BBB and Trustpilot escalations with empathy and sound judgment.
Train new specialists and provide peer coaching and case support to Specialists I, II, and Retention.
Perform 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.