Senior Client Success Lead – Connect & Disputes Coach

Care Com; Dallas (TX); Hybride; USD 70 000 - 100 000; Plein temps

Avantages offerts par ce poste

Health insurance

401K matching

Paid time off (PTO)

Paid holidays

Life and disability insurance

Résumé du poste

Care.com is seeking a Senior Client Success specialist to lead complex issues related to the Connect platform and disputes, with a focus on delivering precise, documented resolutions. You’ll investigate using Stripe access, escalate when needed, and coach teammates on best practices.

You will handle high-stakes cases, maintain privacy and compliance, and contribute to knowledge-base articles while working in a hybrid Dallas environment.

Qualifications

• 2+ years in a Client Success or equivalent role.
• Comfort with payment platforms and account systems.
• Persistence to find root causes without a developer.
• Discretion with confidential information.
• Clear writing for members, dispute submissions, and JIRA tickets.
• Strong coaching ability.

Responsabilités

• Provide Connect platform expert support and troubleshooting.
• Own dispute process and submit rebuttal evidence.
• Manage escalations with empathy and sound judgment.
• Coach new specialists and provide peer guidance.
• Perform Level 1–3 responsibilities including welcome calls and retention duties.

Connaissances

Client success

Account management

Relationship building

JIRA

Stripe

Outils

JIRA

Stripe

Description du poste

Care.com is seeking a Senior Client Success specialist to lead complex issues related to the Connect platform and disputes, with a focus on delivering precise, documented resolutions. You’ll investigate using Stripe access, escalate when needed, and coach teammates on best practices.

You will handle high-stakes cases, maintain privacy and compliance, and contribute to knowledge-base articles while working in a hybrid Dallas environment.