Customer Operations Lead

Job description

WHAT ARE WE LOOKING FOR? We’re hiring a Customer Operations Lead to run day-to-day customer operations and ensure fast, high-quality outcomes. You will own non-technical support, billing ops, triage into technical support, and a light support-to-success motion for renewals and upsells. You will also hire and manage contractors to scale support capacity. You should be: - Operationally excellent: crisp processes, strong prioritization, reliable execution - Customer-obsessed: you drive outcomes, not just ticket closure - Calm under pressure: strong escalation judgment and clear communication - Builder + manager: you can recruit, train, and manage contractors with clear QA WHAT WILL YOU LEAD? - Billing operations: refunds, disputes/chargebacks, invoices, plan changes, account changes - Non-technical support: handle requests when AI support fails or users need human help - Triage and routing: classify issues, gather context, escalate to Technical Support/Engineering with clean repro details - Contractor team: source, hire, onboard, schedule, and manage contractors; set QA standards, macros, and playbooks - SLAs and outcomes: define and run response SLAs, backlog health, and customer outcome accountability - Escalations + prioritization: manage hot accounts and cross-team prioritization across support and engineering - Light commercial motion: coordinate renewals/upsells, identify expansion signals, and route to the right owner - Operating cadence + tooling: weekly reviews, dashboards, workflows, and continuous process improvement WHAT SKILLS DO WE EXPECT YOU TO HAVE? - Experience running customer operations or support ops in a SaaS environment - Strong understanding of billing and payments workflows (refunds, disputes, subscriptions) - Experience managing other employees or contractors - Excellent written communication: clear, fast, and professional customer-facing responses - Strong triage instincts: can separate billing vs product vs technical issues and route correctly - Comfort with tooling: ticketing systems, CRMs, internal dashboards, and basic analytics - Ability to drive process: SLAs, escalation paths, playbooks, and cross-functional coordination What are Hercules’ operating principles? Hercules’ operating principles guide how we make decisions every day. We take them very seriously. Most of them are specifically choices that we as a company unique prioritize and so can be learned on the job. However, we do specifically filter for these principles our hiring process: 1. We move with urgency. We ship fast, iterate, and correct mistakes quickly. Our bias for action speeds our learning and delights our customers. 2. We strive for excellence. Doing things well is in our DNA. We have good taste. We get the details right. Our outputs are exceptionally simple and self-serve. We’re proud of our work. 3. We are hungry. We are willing to work hard and break through walls to achieve the outcomes we want. We are willing to operate at any level to get things done. We are politely relentless. Is Hercules in-office or remote? Hercules founding team works in-office in San Francisco (Kearny and Bush). We have a very strong preference for in office. We are open to remote for exceptional candidates in US time zones who would be willing/able to travel to the office regularly. What are Hercules’ benefits? - Healthcare, vision, and dental - User whatever AI productivity tools you’d like - Take what you need vacation policy - Daily lunches, dinners and snacks in the office - We guarantee you will do the best work of your career here What’s the compensation? $100k-$250k + equity (depends on seniority, equity, and location)