Customer Experience Operations Hero

SpotHero; Chicago (IL); On-site; USD 56,000 - 70,000; Full time

Benefits offered by this job

Flexible PTO

Medical premiums covered

Lunch stipend

Udemy learning budget

Parking stipend

Mentorship program

Wellness program

CityLights award recognition

Job summary

SpotHero in Illinois is seeking a Customer Hero Operations Specialist to maintain accurate front-line workflows, support our Customer Heroes, and ensure downstream teams receive reliable information. You will own high-judgment, detail-heavy operational work and serve as a subject matter expert between front-line teams and leadership.

You will manage core CS operations, resolve escalations, maintain reporting, identify process gaps, and help improve policies, training, and customer experience

Qualifications

• 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 and the ability to compile recurring reports, validate data, and identify trends or errors.
• Experience supporting onboarding, off-boarding, system access, documentation, or other team-operational processes.
• Strong written and verbal communication skills, including the ability to explain policies, document decisions, and share actionable feedback with both 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.

Responsibilities

• Own the accurate and timely execution of core Customer Service operations, including reimbursement approvals, citation rejections, manual adjustments, customer contact requests, and financial files shared with Accounting. Maintain defined controls, service levels, and an error rate below 3%.
• Resolve Tier 1 escalations that fall outside Sidekick scope, applying sound judgment within established policies and ensuring customers and Customer Heroes receive timely support. Provide operational coverage when Power 2 or Customer Service leadership is unavailable while escalating people, policy, or material business decisions appropriately.
• Maintain the team’s operational reporting cadence, including CSAT, efficiency, quality, and Hero performance reporting. Validate data, meet established deadlines, and help leaders and Customer Heroes understand what the metrics are telling us.
• Monitor reimbursement, rejection, adjustment, contact-request, and escalation activity to identify recurring issues, quality risks, and policy gaps. Translate those insights into practical recommendations that improve workflows, training, and the customer and Hero experience.
• Serve as a trusted subject matter expert on Customer Service tools, policies, workflows, and quality standards. Provide front-line guidance, act as a second opinion for Level 2 Customer Heroes, and help keep support channels current and responsive.
• Support a smooth employee lifecycle by coordinating timely onboarding, offboarding, and system access for Customer Heroes. Protect data integrity and appropriate access while identifying opportunities to make these processes more reliable and efficient.
• Connect front-line 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.

Skills

Customer service ops

Escalations handling

Detail-oriented

Salesforce

Excel/Sheets

On/Offboarding

Communication

Prioritization

Data privacy

Job description

SpotHero in Illinois is seeking a Customer Hero Operations Specialist to maintain accurate front-line workflows, support our Customer Heroes, and ensure downstream teams receive reliable information. You will own high-judgment, detail-heavy operational work and serve as a subject matter expert between front-line teams and leadership.

You will manage core CS operations, resolve escalations, maintain reporting, identify process gaps, and help improve policies, training, and customer experience