Customer Hero Operations Specialist (Customer Service Operations)

Location: Chicago, Illinois, United States; in-office days are referenced. Must be legally authorized to work in the US or Canada and not require visa sponsorship.

Base salary in Illinois: $56,000–$70,000 per year, plus a discretionary bonus and total rewards package.

Company

hirify.global operates a technology marketplace that helps drivers reserve parking and enables parking companies to reach customers and optimize their businesses.

What you will do

• Execute customer service operations including reimbursement approvals, citation rejections, manual adjustments, contact requests, and financial files for Accounting.
• Resolve Tier 1 escalations outside Sidekick scope, provide operational coverage, and escalate people, policy, or material business decisions when appropriate.
• Maintain reporting for CSAT, efficiency, quality, and Customer Hero performance; validate data and explain metric trends.
• Monitor operational activity to identify recurring issues, quality risks, and policy gaps, then recommend workflow, training, and process improvements.
• Act as a subject matter expert on customer service tools, policies, workflows, and quality standards, providing guidance to Customer Heroes and leaders.
• Coordinate onboarding, offboarding, and system access while connecting Customer Heroes, leadership, Accounting, Revenue, and Operations partners.

Requirements

• 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.
• Experience managing detail-heavy workflows, financial adjustments, approvals, or reconciliations against firm deadlines and accuracy standards.
• Experience using Salesforce or a comparable customer service platform for cases, requests, queues, records, and routine reporting.
• Strong proficiency with Google Sheets or Excel, including recurring reports, data validation, and trend or error identification.
• 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 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.

Culture & Benefits

• Medical, dental, and vision coverage, company-sponsored life insurance, STD and AD&D coverage, and a 401(k) with match and immediate vesting.
• Comprehensive leave policies, flexible PTO, and work-life balance support.
• UberEats weekly lunch stipend for in-office days and an annual parking stipend.
• Udemy access, a personal learning budget, mentorship, leadership development, and other employee growth programs.
• Employee Resource Groups, allyship learning resources, wellness initiatives, and an inclusive workplace.
• Casual, collaborative work environment with opportunities to work with innovative and passionate colleagues.

Hiring process

• Inclusive interview experience with reasonable accommodations available for candidates with disabilities.
• Employment eligibility and sponsorship requirements must be satisfied before and throughout employment.