Customer Hero Operations Specialist

• The 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
• 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

Benefits

• Career game changer – A truly unique experience to work for a fast-growing startup in a role with unlimited potential for growth
• Flexible PTO policy and great work/life balance – We value and support each individual team member
• Annual parking stipend – we help people park!
• The opportunity to collaborate with fun, innovative, and passionate people in a casual, yet highly productive atmosphere
• Medical (prescription drug and paramedical coverage), Dental, Vision, Life Insurance, STD, and LTD
• Up to 95% of Medical Premiums, 50% of Dental & Vision Premiums, company-sponsored Life Insurance, 401K, and generous parental leave

• 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
• 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
• 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
• 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
• 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