Customer Hero Operations Specialist

Join our fast-growing startup as a Customer Hero Operations Specialist. In this role, you will be responsible for maintaining accurate and timely workflows for our front-line team, resolving escalations, and providing operational coverage. You will also monitor activity to identify recurring issues and serve as a subject matter expert on customer service tools and policies. This position offers a unique opportunity for growth, a flexible PTO policy, and a supportive work environment.

You are a Sound Decision-Maker – You apply policies consistently, use good judgment in escalated situations, and know when an exception needs leadership review

You are Customer Focused– You understand how accurate behind-the-scenes work shapes the customer experience and makes it easier for Customer Heroes to succeed

Responsibilities

• Assurer l'exécution précise et rapide des opérations de service à la clientèle, y compris les approbations de remboursement, les refus de citation, les ajustements manuels, les demandes de contact client et les fichiers financiers partagés avec la comptabilité.
• Résoudre les escalades de niveau 1 qui sortent du cadre de Sidekick, en appliquant un jugement éclairé dans le respect des politiques établies et en veillant à ce que les clients et les héros du service à la clientèle reçoivent un soutien rapide.
• Surveiller l'activité de remboursement, de rejet, d'ajustement, de demande de contact et d'escalation pour identifier les problèmes récurrents, les risques de qualité et les lacunes de politique. Traduire ces informations en recommandations pratiques qui améliorent les flux de travail, la formation et l'expérience client.
• You 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
• You are a Process Improver – You spot patterns, connect individual cases to larger opportunities, and use reporting to recommend practical improvements
• You are a Calm Problem Solver – You bring structure to urgent or ambiguous situations, find the next best action, and keep work moving
• Demonstrated ability to manage detail-heavy workflows, financial adjustments, approvals, or reconciliations against firm deadlines and accuracy standards
• Strong proficiency with Google Sheets or Excel and the ability to compile recurring reports, validate data, and identify trends or errors
• Experience handling escalated customer issues and applying policies with discretion, consistency, and sound judgment

Requirements

• You 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
• Ability to manage competing priorities in a 365-day Customer Service environment and provide dependable coverage within an established schedule
• Experience supporting onboarding, off-boarding, system access, documentation, or other team-operational processes
• Commitment to protecting confidential customer and business information and maintaining appropriate system access
• 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
• Experience using Salesforce or a comparable customer service platform to manage cases, requests, queues, records, and routine reporting
• 2+ years of experience in customer service operations, support operations, escalations, quality, workforce support, or a related operational role

Pay

USD 56,000 - 70,000