Lead Client Success Specialist

Job Description

As the Client Success team’s most senior individual contributor, you’re the go-to expert for our most complex, high-stakes issues. You’ll apply everything you’ve mastered across the Client Success toolkit to three areas where mistakes are costly: supporting the Connect platform, solving technical problems without developer help, and building the evidence we submit to defend payment disputes. You’ll also coach the rest of the team.

Connect platform support

• Be the team’s subject-matter expert on Connect accounts, including setup, verification, payouts, and restrictions
• Use Stripe access to investigate account and transaction activity and turn findings into clear next steps
• Flag recurring platform issues with well-documented evidence

Independent troubleshooting

• Diagnose and resolve complex issues without relying on developers: reproduce the problem, isolate the cause, test a fix, document the result
• When engineering is needed, escalate through JIRA with clear reproduction steps, impact, and evidence
• Turn what you learn into knowledge-base articles and team guidance

Disputes and evidence

• Own the dispute process, from researching the case to submitting rebuttal evidence
• Handle sensitive personal, financial, and communication records with precision and discretion, sharing only what is necessary and following all privacy and compliance standards
• Track outcomes and identify trends that improve recovery

Escalations and leadership

• Manage BBB and Trustpilot escalations with empathy and sound judgment
• Train new specialists, provide peer coaching, and support Specialists I, II, and Retention on cases beyond their scope

Core responsibilities
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) while maintaining a primary focus on supporting and managing the Connect platform.

Qualifications

• 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 the persistence to find root causes
• Sound judgment to make decisions without a developer or manager to lean on
• Meticulous attention to detail and discretion with confidential information
• Clear writing for members, dispute submissions, and JIRA tickets
• Skill in coaching others
• JIRA and Stripe experience is a plus

Success Looks Like

• Fast, accurate Connect and technical resolutions with minimal developer dependency
• Complete, accurate, compliant dispute evidence
• Strong JIRA escalations and documentation
• Growth of the specialists you coach
• An Exceeds Expectations rating and completion of Level 4 Development and Choice Paths
• Dispute win rate of 35%
• Save rate goal of 40%
• Same-day escalation turnaround
• Ability to maintain a high ticket close (120+) and dial rate (3/hour)

Additional Information

Office: 2801 N Central Expy, Dallas, TX 75204
Work Environment: Hybrid - In office Mon, Wen & Thurs

Salary Range: The base salary range above represents the anticipated low and high end of the national salary range for this position. Actual salaries may vary and may be above or below the range based on various factors including but not limited to work location, experience, and performance. The range listed is just one component of Care.com's total compensation package for employees. Other rewards may include annual bonuses and short- and long-term incentives. In addition, Care.com provides a variety of benefits to employees, including health insurance coverage, life and disability insurance, a generous 401K employer matching program, paid holidays, and paid time off (PTO).

#LI-Hybrid

Compensation: 21 to 22 (USD) (HOURLY)