Customer Hero Operations Specialist

SpotHero•Chicago, IL

2d•$56,000 - $70,000

About The Position

The Customer Hero Operations Specialist is an individual contributor responsible for accurate, timely, and detail-oriented operational work supporting SpotHero’s Customer Heroes. The role keeps core workflows moving, resolves Tier 1 escalations that fall outside Sidekick’s scope, and serves as a subject matter expert and connection point between frontline teams, Customer Hero leadership, and cross-functional partners. The specialist uses operational trends to strengthen quality, policies, training, and processes while maintaining controls, service levels, and an error rate below 3%. The role also maintains recurring operational reporting, supports onboarding, offboarding, and system access, and communicates risks, trends, and operational needs to partners including Accounting, Revenue, and Operations. The position requires dependable coverage within an established schedule in a 365-day Customer Service environment. SpotHero describes its workplace as a casual yet highly productive atmosphere and offers flexible PTO, benefits, learning and development resources, employee programs, and wellness initiatives. For Illinois, the stated base salary range is $56,000–$70,000, with a discretionary bonus and total rewards package. The position is not eligible for visa sponsorship; applicants must be authorized to work in the US or Canada without current or future sponsorship.

Requirements

At least 2 years of experience in customer service operations, support operations, escalations, quality, workforce support, or a related operational role.
Experience handling escalated customer issues and applying policies with discretion, consistency, and sound judgment.
Demonstrated ability to manage detail-heavy workflows, financial adjustments, approvals, or reconciliations against firm deadlines and accuracy standards.
Experience using Salesforce or a comparable customer service platform to manage cases, requests, queues, records, and routine reporting.
Strong proficiency with Google Sheets or Excel, including compiling recurring reports, validating data, and identifying trends or errors.
Experience supporting onboarding, offboarding, system access, documentation, or other team-operational processes.
Strong written and verbal communication skills, including explaining policies, documenting decisions, and sharing actionable feedback with frontline teammates and leaders.
Ability to manage competing priorities in a 365-day Customer Service environment and provide dependable coverage within an established schedule.
Commitment to protecting confidential customer and business information and maintaining appropriate system access.
Must be legally authorized to work in the US or Canada without requiring employment visa sponsorship now or in the future.

Responsibilities

Accurately and promptly execute Customer Service operations, including reimbursement approvals, citation rejections, manual adjustments, customer contact requests, and financial files shared with Accounting.
Maintain defined controls and service levels and keep the error rate below 3%.
Resolve Tier 1 escalations outside Sidekick’s scope, applying established policies and escalating people, policy, or material business decisions when appropriate.
Provide operational coverage when Power 2 or Customer Service leadership is unavailable.
Maintain operational reporting for CSAT, efficiency, quality, and Hero performance; validate data, meet deadlines, and help leaders and Customer Heroes understand the metrics.
Monitor reimbursements, rejections, adjustments, contact requests, and escalations to identify recurring issues, quality risks, and policy gaps.
Recommend practical improvements to workflows, training, and customer and Hero experience based on operational trends.
Serve as a subject matter expert on Customer Service tools, policies, workflows, and quality standards; provide frontline guidance and a second opinion for Level 2 Customer Heroes.
Help keep support channels current and responsive.
Coordinate timely onboarding, offboarding, and system access for Customer Heroes while protecting data integrity and appropriate access.
Connect frontline Customer Heroes, Customer Hero leadership, Accounting, Revenue, and Operations partners by communicating feedback, trends, risks, and operational needs.
Participate in management discussions, contribute recommendations, and follow through on agreed actions.