Customer Care Specialist

Customer Care Specialist

Customer Care • Hireology • Chicago, IL • Hybrid • Full-Time

About Hireology

Hireology’s technology helps businesses build great teams. Since 2010, we’ve grown from a startup into a market-leading organization serving businesses across the country. Along the way, we’ve built an award-winning culture rooted in collaboration, innovation, and creating an exceptional experience for both our customers and our people.

About the Role

As a Customer Care Specialist, you’ll be on the front line of the Hireology customer experience, helping customers navigate questions, troubleshoot issues, and get the most out of our platform. In addition to working with our customers, this role will collaborate with our Product, Finance, and Customer Success teams. You’ll develop a deep understanding of our products, our customers, and how different parts of the business work together, while building the problem-solving and communication skills that can serve as a foundation for continued growth at Hireology.

What You Will Do

• Respond to inbound customer questions and support requests with empathy, curiosity, and a sense of urgency.
• Investigate customer issues to identify root causes and determine the best path toward resolution.
• Communicate complex or technical information to customers in a way that is clear, thoughtful, and easy to understand.
• Partner cross-functionally with teams including Product, Finance, Customer Success, and third-party vendors to resolve customer issues.
• Take ownership of customer questions from initial investigation through resolution, keeping customers informed along the way.
• Identify trends and recurring customer pain points and share insights that can help improve our products, processes, and overall customer experience.

What We’re Looking For

We have a pretty unique culture at Hireology, and Customer Care has evolved right alongside our products. There won’t always be a step-by-step guide telling you exactly what to do next. The people who thrive on this team are curious, resourceful, comfortable digging into the unknown, and willing to take ownership of finding the answer.

• Creative Problem Solver: You’re comfortable when the answer isn’t immediately obvious. You enjoy investigating problems, connecting the dots, testing different approaches, and thinking outside the box to find a solution. You know when to use the resources available to you and when to pull in others for additional expertise.
• Customer-Oriented: You approach every interaction with empathy and curiosity. You want to understand not just what a customer is asking, but what they’re ultimately trying to accomplish, and you take ownership of helping them get there.
• Great Communicator: As a Customer Care Specialist, you’re one of the voices of Hireology to our customers. You can communicate with all types of people and businesses while remaining professional, thoughtful, transparent, and empathetic. Whether you’re explaining a simple answer or navigating a complicated issue, you make sure the customer understands what’s happening and what comes next.
• Metrics-Driven: We’re passionate about data and trends. You understand that metrics help us measure our impact, identify opportunities, and continuously improve. You take ownership of your individual goals while balancing efficiency with providing a standout experience for every customer you support.
• Eager to Learn: You’re curious about more than the question directly in front of you. You want to understand our product suite, our customers and industries, our internal teams, and how the pieces fit together. You use each interaction as an opportunity to build your knowledge and become a stronger resource for both customers and teammates.

Minimum Qualifications

• Bachelor’s degree or equivalent experience
• Experience in sales, customer success, or account management is preferred
• Must be extremely detail oriented, highly motivated, driven, self-starter

Benefits

• Unlimited paid time off and mental health days
• Health, Dental, and Vision insurance coverage from day one
• 401(k) with company match
• Award-winning culture
• Hybrid office downtown Chicago
• External learning budget
• Amazing growth opportunities

Compensation

• Base Salary: $55,000 (Plus 5% Company Bonus)

Hireology is committed to equal employment opportunities regardless of race, color, genetic information, creed, religion, sex, sexual orientation, gender identity, national origin, age, marital status, disability status or protected veteran status, or any other category protected under the law. All employment decisions are solely based on business needs, job requirements, and individual qualifications. We support an inclusive workplace where Hireologists excel based on personal merit, qualifications, experience, ability, and job performance.