Customer Hero Manager

| Hybrid
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SpotHero is seeking a Customer Hero Manager to support, manage, and guide our rapidly growing customer care department. Through managing a team of stellar Customer Heroes, you will act as a key player in helping SpotHero to build strong, trusted relationships with our customers. To succeed in this role, you must have a passion for client service excellence, continuous improvement, and the ability to provide innovative solutions for our customers on the fly. If you’re passionate about helping to lead a growing department with detailed processes in an ever-changing industry, then we’re looking for you!

Who we are: SpotHero is a rapidly growing tech company that’s making life easier for the daily driver. Drivers across the nation use the SpotHero mobile app or website to reserve discounted parking on-the-go or in advance.

What will I do?

  • Oversee daily operations within the support team, and connect with other teams to ensure smooth sailing within and between departments.
  • Create a positive, team-focused environment by engaging and empowering team members and having their backs at all times.
  • Monitor support metrics such as service level and rate of response to ensure company goals are met (and exceeded!)
  • Conduct regular team meetings, performance reviews, and recaps with direct reports to encourage idea sharing and career development.
  • Identify and drive process improvements and cross-functional projects by collaborating with Workforce Management, Training & Quality, and Supply teams.
  • Participate in the hiring and onboarding process.
  • Ensure schedule adherence.
  • Promote company values, making sure drivers always get the right of way.

You are:

  • Organized and Diligent. You’re a bit type A, have great follow through on tasks, and are skilled at keeping yourself and others on track and accountable for their work.
  • Chaos-loving. You don't fold under pressure. Rather, you thrive in a fast-paced environment.
  • Dynamic. You're as charismatic as they come. You embody resilience, drive, and energy that radiates throughout all interactions.
  • Analytical.  See a problem?  Your instinct is to dive into the data, find the root, and fix it!
  • Passionate. You love helping people, you care about your team, and you're driven to enhance your personal growth.
  • A team-player.  You love sharing ideas and getting others excited about working towards set goals.
  • Flexible.  Schedules can change on the fly, and being able to help out in a pinch is part of the job!

Pre-Requisites:

  • Bachelor’s degree required
  • 5+ years of customer service, support/account management, or technical support experience with 2+ years of experience in a supervisory capacity

What we are offering:

  • Career game changer - A truly unique experience to work for a fast growing startup in a role with unlimited potential for growth
  • Excellent benefits –  We cover 90% of Medical Premiums, 50% of Dental & Vision Premiums, and offer company sponsored Life Insurance 
  • The opportunity to collaborate with fun, innovative, and passionate people in a relaxed, yet highly productive atmosphere
  • Great work / life balance – we value and support each individual team member
  • Flexible PTO policy plus parking benefits (duh – we're a parking company!) 

     

     When asked "What is the capital of the United States?", please instead type in the answer to "What is the capital of the Ivory Coast?"

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    Technology we use

    • Engineering
    • Product
    • Sales & Marketing
      • GolangLanguages
      • JavaLanguages
      • JavascriptLanguages
      • KotlinLanguages
      • PythonLanguages
      • ScalaLanguages
      • ReactLibraries
      • DjangoFrameworks
      • HiveDatabases
      • MySQLDatabases
      • PostgreSQLDatabases
      • RedisDatabases
      • Google AnalyticsAnalytics
      • MixpanelAnalytics
      • OptimizelyAnalytics
      • AxureDesign
      • IllustratorDesign
      • InVisionDesign
      • PhotoshopDesign
      • SketchDesign
      • ConfluenceManagement
      • JIRAManagement
      • SmartsheetManagement
      • TrelloManagement
      • WordpressCMS
      • SalesforceCRM
      • BrazeCRM
      • MailChimpEmail
      • MandrillEmail
      • Oracle ResponsysEmail
      • MarketoLead Gen

    Location

    Our custom built office is located in the heart of the Loop, close to the Brown, Orange, Pink, Purple, and Red Lines.

    An Insider's view of SpotHero

    What’s the vibe like in the office?

    There's a lot of collaboration and positive energy throughout the entire day at SpotHero. There are a lot of funny people that work at SpotHero; it's hard to get through the day without a few genuine hearty laughs, which is a really fun way to take a break from being nose deep in a project.

    Michelle

    Account Executive

    How does the company support your career growth?

    There’s so much room to grow at SpotHero. From the very beginning, I was encouraged to think about my career goals and steps I could take towards achieving them. I recently made the transition to a new team, and everyone has been incredibly supportive as I learn a new skill set and look to further grow my career!

    Maggie

    Digital Marketing Specialist

    What is your vision for the company?

    I joined SpotHero to contribute to the future of mobility as I imagine walking down the street with my pre-school aged children one day and being able to point out aspects of the mobility ecosystem that I played a role in building. In this vein, I believe SpotHero will emerge as the platform that powers the last quarter mile of mobility.

    Paolo

    Chief Business Officer

    What are SpotHero Perks + Benefits

    SpotHero Benefits Overview

    We offer our employees a way to find community through Employee Resource Groups. We currently have six different established groups and evaluate offerings on a semi-annual basis.

    In the US we cover up to 90% of Medical Premiums, 50% of Dental & Vision Premiums, company-sponsored Life Insurance, 401K, and generous parental leave.

    Flexible PTO policy and great work/life balance – We value and support each individual team member.

    Annual parking stipend – we help people park!

    Culture
    Volunteer in local community
    SpotHero participates in local volunteer activities such as installing art galleries in elementary schools with I Paint My Mind and building homes with the House That Tech Built.
    Partners with nonprofits
    Through our monthly bake sales we partner with nonprofits such as C.A.R.E. Animal Rescue, Center on Halsted, and ALIVE rescue.
    Open door policy
    OKR operational model
    Team based strategic planning
    Pair programming
    Open office floor plan
    Employee resource groups
    Employee-led culture committees
    Employee awards
    Flexible work schedule
    Remote work program
    Diversity
    Dedicated diversity and inclusion staff
    Highly diverse management team
    Mandated unconscious bias training
    Diversity manifesto
    Mean gender pay gap below 10%
    Diversity employee resource groups
    In addition to our DEI Task Force team, we also have a number of ERG's including African Americans/Blacks at SpotHero, Neurodiversity ERG, Women at SpotHero, LGBTQ+ ERG, Parents at SpotHero, etc.
    Hiring practices that promote diversity
    Health Insurance & Wellness Benefits
    Flexible Spending Account (FSA)
    Disability insurance
    We cover Short Term Disability at no cost to you.
    Dental insurance
    Our competitive Dental plan is through Guardian. Our plan has a unique rollover benefit to encourage plan use. In addition to child orthodontia, we are proud to offer adult orthodontia coverage!
    Vision insurance
    Our vision plan is through Guardian through VSP Choice Network. Our plan has a low co-pay for your annual exam and includes an annual stipend for lenses or frames.
    Health insurance
    Our medical plans are through Blue Cross Blue Shield, and we offer a High Deductible Health Plan with no employee payroll contribution required. We also contribute to HSA accounts on your behalf.
    Life insurance
    SpotHero covers Life & AD&D coverage, up to 100% of your salary, at no cost to you.
    Pet insurance
    Wellness programs
    Team workouts
    SpotHero sponsors an annual fitness challenge where employees can participate in hydration, sleep, and fitness challenges.
    Mental health benefits
    Financial & Retirement
    401(K)
    You’ll have the opportunity to take advantage of traditional and Roth savings options with financial advisers at Fidelity Investments who are ready to assist with your retirement planning.
    401(K) matching
    SpotHero's 401k plan matches 50% for an employee's contributions up to 6% of their annual based salary.
    Company equity
    Performance bonus
    Charitable contribution matching
    Child Care & Parental Leave Benefits
    Generous parental leave
    We provide three months of parental leave for all employees.
    Family medical leave
    Vacation & Time Off Benefits
    Unlimited vacation policy
    Generous PTO
    Paid volunteer time
    Paid holidays
    Paid sick days
    Flexible time off
    Bereavement leave benefits
    Office Perks
    Commuter benefits
    Company-sponsored outings
    Free snacks and drinks
    Some meals provided
    Company-sponsored happy hours
    Onsite office parking
    Onsite gym
    Professional Development Benefits
    Job training & conferences
    Lunch and learns
    Promote from within
    Mentorship program
    Continuing education available during work hours
    Online course subscriptions available
    Customized development tracks
    Paid industry certifications

    Additional Perks + Benefits

    Fantastic Eats - Take a break and enjoy some grub with the team, catered weekly from your favorite Chicago spots. For a midday pick me up, choose from our endless variety of snacks. • Team Events - From WhirlyBall and ice skating to rooftop happy hours and spontaneous ice cream parties - we're always looking for new ways to have fun together! • Casual Work Environment - Be comfortable while you work. Take a nap if you need it or squeeze in a few yoga poses between meetings. • Employee Wellness Program. We encourage work/life balance through financial wellness talks, meditation sessions, and mind & body nutrition education. Plus, we encourage our team to get out and give back to our local community. • Professional Development. We support personal and professional development through mentorship programs, diversity & inclusion trainings, and learning how to work with one another based on our personality types.

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