Lead Client Success Specialist

Care.com is a consumer tech company with heart. We're on a mission to solve a human challenge we all face: finding great care for the ones we love. We're moms and dads and pet parents. We have parents and grandparents, so we understand that everyone, at some point in their lives, could use a helping hand. Our culture and our products reflect that.

Here, entrepreneurs, self-starters, team players, and big thinkers unite behind a common cause. Here, we're applying data analytics, AI, and the latest technologies to solve universal problems and connect people in new ways. If you like having autonomy, if you thrive on collaboration and building new things, and if you're all about using your talent for good, Care.com is the place for you.

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.

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)

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).

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