Customer Support Specialist, After Hours (Remote)

Job Description:

Customer Support Specialist, After Hours (Remote)

About Care.com

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.

Work Environment: Remote
Work Location: Dallas Texas

Position Overview

The After hours Customer Support Specialist plays a key role in delivering exceptional customer service by handling member calls and emails professionally and efficiently. They guide members through Work-Life and Employee Assistance Plan benefits, assess needs, and provide problem-solving support. Responsibilities include researching resources for urgent situations, scheduling backup care, connecting members to Employee Assistance Programs, and assisting with financial hardship resources. The role also involves first-level help desk support, such as password resets, registration assistance, and website navigation.

What You’ll Do: 

• Deliver professional, empathetic customer service through inbound calls.
• Assess member needs through active listening and problem-solving, offering education and guidance.
• Assist members via email, web, and chat.
• Verify eligibility, document requests in CRM, and explain benefits.
• Meet performance metrics (service levels, call abandonment, response times).
• Educate members on topics like prenatal care, parenting, financial hardship, relocation, and wellness.
• Provide resources for urgent and crisis situations.
• Perform additional duties as assigned.

Who You Are: 

• 2-4+ years of client service experience, preferably in a human services field (e.g., social work, public health).
• High emotional intelligence and strong communication skills.
• Excellent analytical, organizational, and time management abilities.
• Adaptability in a fast-changing environment.
• Collaborative, goal-oriented, and committed to exceptional service.
• Open to feedback, proactive, and exercises sound judgment.
• Bachelor’s degree preferred; equivalent experience considered.
• Willing to work every Saturday and Sunday, at least one overnight shift throughout the week, and occasional Holiday shifts.

Work Schedule (Hours Are Listed in Eastern Time Zone):

Friday 8:00PM-11:00PM
Saturday 9:00AM-9:00PM 
Sunday 10:00AM-10:00PM
Wednesday 12:30AM-8:00AM 
Wednesday 8:00PM-12:00AM
Thursday 8:00PM-12:00AM

Company Overview:

Available in 21 countries, Care.com is one of the largest providers of online services for finding family care and care jobs, spanning in-home and in-center care solutions. Since 2007, families have relied on Care.com for an array of care for children, seniors, pets, and the home.  Designed to meet the evolving needs of today’s families and caregivers, the Company also offers customized corporate benefits packages to support working families, household tax and payroll services, and innovations for caregivers to find and book jobs. Care.com is an IAC company (NASDAQ: IAC).

Hourly Rate: $24/Hr - Non Negotiable 

The rate 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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