Customer Hero Operations Specialist

SpotHero•Chicago, IL

About The Position

The Customer Hero Operations Specialist is an individual contributor responsible for accurate, timely, and controlled operational work that supports SpotHero’s Customer Heroes. The role helps the front-line team focus on customers, resolves escalations without unnecessary director-level involvement, and provides reliable information to downstream partners such as Accounting and Revenue. It serves as a subject matter expert and connection point between Customer Heroes and leadership, using operational trends to improve quality, policies, training, and processes. The position owns core Customer Service workflows, handles Tier 1 escalations outside Sidekick scope, maintains operational reporting, and monitors activity for recurring issues, quality risks, and policy gaps. It also supports Customer Hero onboarding, offboarding, and system access while protecting data integrity and appropriate access. The role works with Customer Hero leadership and cross-functional partners, communicates operational needs and risks, and contributes recommendations and follow-through on agreed actions. The role is based in Illinois for compensation purposes. The position is ineligible for visa sponsorship; applicants must be legally authorized to work in the US or Canada without requiring 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 front-line 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 and not require employment visa sponsorship now or in the future.

Responsibilities

Execute core Customer Service operations accurately and on time, including reimbursement approvals, citation rejections, manual adjustments, customer contact requests, and financial files shared with Accounting.
Maintain defined controls and service levels, with an error rate below 3%.
Resolve Tier 1 escalations that fall outside Sidekick scope, applying established policies and sound judgment to provide timely support to customers and Customer Heroes.
Provide operational coverage when Power 2 or Customer Service leadership is unavailable, escalating people, policy, or material business decisions appropriately.
Maintain operational reporting for CSAT, efficiency, quality, and Hero performance; validate data, meet deadlines, and help leaders and Customer Heroes interpret metrics.
Monitor reimbursement, rejection, adjustment, contact-request, and escalation activity for recurring issues, quality risks, and policy gaps.
Recommend practical improvements to workflows, training, and the customer and Hero experience based on operational insights.
Serve as a subject matter expert on Customer Service tools, policies, workflows, and quality standards; provide front-line guidance and second opinions for Level 2 Customer Heroes, and keep support channels current and responsive.
Coordinate timely onboarding, offboarding, and system access for Customer Heroes while protecting data integrity and appropriate access.
Connect 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.

Benefits

Generous portion of medical premiums covered; 50% of dental and vision premiums covered.
Company-sponsored life insurance, short-term disability, and AD&D coverage.
401(k) with company match and immediate vesting.
Comprehensive leave policies.
Flexible PTO policy.
UberEats weekly lunch stipend for in-office days.
Udemy license and personal learning budget.
Annual parking stipend.
Employee Resource Groups and allyship learning resources.
Employee development programs, including Discovery Days for Product and Engineering, Gearing up for Aspiring Leaders, and a Mentorship Program.
Wellness program supporting physical and mental wellbeing through events, initiatives, resources, and perks.
Discretionary bonus and a leading total rewards package.