{"id":3040244,"url":"https://alion.io/job/spothero-customer-hero-operations-specialist","title":"Customer Hero Operations Specialist","company":{"id":179777,"name":"SpotHero","domain":"spothero.com","url":"https://alion.io/company/spothero","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":null},"role":"Operations","role_family":"Operations","seniority":"junior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":["Chicago, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":56000,"max":70000,"currency":"USD","period":"year","gross":null,"usd_annual":70000},"salary_estimate":null,"experience_years_min":2,"visa_sponsorship":true,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Google Sheets","optional":false}],"status":"live","first_seen_at":"2026-10-21T21:30:40Z","employer_posted_date":"2026-10-21","last_verified_at":"2026-11-14T19:14:13Z","board_verified":true,"closed_at":null,"days_open":24,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":24},"description":"Who We Are:\n At SpotHero, we work as a team to empower people to get everywhere, easier! We’re rapidly growing with the mission of bringing the parking industry into the future through technology. Drivers across the nation use the SpotHero mobile app and website to reserve convenient, affordable parking in advance, on-the-go or through their connected cars, and parking companies rely on us to help them reach new customers while optimizing their business. We connect the dots with cutting-edge technology, delivering value to both sides of this exciting, evolving marketplace. We’ve been quite busy, take a peek at some of our recent announcements.\nCustomer Hero Operations Specialist at SpotHero:\nThe Customer Hero Operations Specialist keeps the workflows behind our front-line team accurate, timely, and moving-so Customer Heroes can focus on customers, escalations are resolved without waiting on a director-level resource, and downstream partners such as Accounting and Revenue receive reliable information. This individual contributor owns high-judgment, detail-heavy operational work; serves as a subject matter expert and connection point between Customer Heroes and Customer Hero leadership; and uses trends from daily work to strengthen quality, policies, training, and processes.\nWhat You’ll Do:\nOwn 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%.\nResolve 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.\nMaintain 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.\nMonitor 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.\nServe 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.\nSupport 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.\nConnect 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.\nWho You Are:\nYou are Customer Focused - You understand how accurate behind-the-scenes work shapes the customer experience and makes it easier for Customer Heroes to succeed.\nYou are Accountable & Detail Oriented - You take ownership, manage recurring deadlines while following through on commitments, high-volume work, and sensitive adjustments without letting accuracy slip.\nYou are a Sound Decision-Maker - You apply policies consistently, use good judgment in escalated situations, and know when an exception needs leadership review.\nYou are a Calm Problem Solver - You bring structure to urgent or ambiguous situations, find the next best action, and keep work moving.\nYou are a Process Improver - You spot patterns, connect individual cases to larger opportunities, and use reporting to recommend practical improvements.\nYou are a Trusted Partner - You get the job done with clear communication and signaling in your team and with cross-functional partners, while protecting sensitive data and surfacing risks early.\nWhat You Bring:\n2+ years of experience in customer service operations, support operations, escalations, quality, workforce support, or a related operational role.\nExperience handling escalated customer issues and applying policies with discretion, consistency, and sound judgment.\nDemonstrated ability to manage detail-heavy workflows, financial adjustments, approvals, or reconciliations against firm deadlines and accuracy standards.\nExperience using Salesforce or a comparable customer service platform to manage cases, requests, queues, records, and routine reporting.\nStrong proficiency with Google Sheets or Excel and the ability to compile recurring reports, validate data, and identify trends or errors.\nExperience supporting onboarding, off-boarding, system access, documentation, or other team-operational processes.\nStrong written and verbal communication skills, including the ability to explain policies, document decisions, and share actionable feedback with both front-line teammates and leaders.\nAbility to manage competing priorities in a 365-day Customer Service environment and provide dependable coverage within an established schedule.\nCommitment to protecting confidential customer and business information and maintaining appropriate system access.\nWhat we are offering:\nCareer game changer - A truly unique experience to work for a fast-growing company in a role with unlimited growth potential.\nExcellent benefitsWe cover a generous portion of Medical Premiums, 50% of Dental and Vision Premiums, company-sponsored Life Insurance, STD, and AD&D coverage, a 401(k) with match and immediate vesting, and comprehensive leave policies to meet your needs in creating space for life.\n\nFlexible PTO policy and outstanding work/life balance - We value and support each individual team member.\nUberEats weekly lunch stipend for in-office days \nUdemy License and Personal Learning Budget - We support the professional and personal growth of our people by providing everyone with learning resources and development opportunities. \nAnnual parking stipend - Duh. We help people park!\nThe opportunity to collaborate with fun, innovative, and passionate people in a casual yet highly productive atmosphere.\nOur commitment to allyship has been a central driver of how we Respect Fellow Drivers. You’ll have the opportunity to be part of Employee Resource Groups, access allyship learning resources, and actively contribute to our ongoing effort of making SpotHero inclusive for all.\nEmployee programs to grow and support our people such as Discovery Days for Product and Engineering, Gearing up for Aspiring Leaders, and Mentorship Program. \nWellness program - a workplace that actively supports your physical and mental wellbeing through ongoing events, initiatives, resources, and thoughtful perks and benefits. \nA workplace recognized as CityLights award winner by 1871, 2026 Best Places To Work by BuiltIn, Most Loved Workplace Certified by the Best Practice Institute, and recipient of multiple Comparably awards, including Best Company Culture, Best Company for Women, and Best Company for Diversity.\n\nCompensation in Illinois:\nDepending on your skillset and experience, you can expect your base salary to be between $56,000 - $70,000 as well as a discretionary bonus and leading total rewards package.\nAt SpotHero, we Respect Fellow Drivers by providing an inclusive interview experience for everyone, including people with disabilities. We are happy to provide reasonable accommodations to candidates in need of individualized support during the hiring process. Please let our team know of your need when you apply or as you begin interviewing with our team.\nSpotHero is an equal opportunity employer. We know that a diverse workforce is the strongest workforce, and are committed to building and supporting an inclusive environment for all.Additionally, because we want to Remember to Signal, if you choose to provide us personal information in connection with a job application, please review our Applicant Privacy Notice which provides details about what information we collect and process about you in order to consider your candidacy.\nPLEASE NOTE: This position is ineligible for visa sponsorship. 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