Hercules
Hercules makes it easy to build stunning apps and websites by chatting with AI
Customer Operations Lead
Location
United States
Posted
7 days ago
Salary
$100K - $250K / year
English
Job Description
• Billing operations: refunds, disputes/chargebacks, invoices, plan changes, account migrations, access issues
• Non-technical support: handle requests when AI support fails or users need human help
• Triage and routing: classify issues, gather context, and escalate to Technical Support/Engineering with clean repro details
• SLAs and outcomes: define and run response SLAs, backlog health, and customer outcome accountability
• Escalations + prioritization: manage hot accounts, incidents, and cross-team prioritization with engineering/product
• Light commercial motion: coordinate renewals/upsells, identify expansion signals, and hand off to sales/success when needed
• Operating cadence: weekly reviews, tooling, macros, playbooks, and continuous improvement across support ops
Job Requirements
- Experience running customer operations or support ops in a SaaS environment
- Strong understanding of billing and payments workflows (refunds, disputes, subscriptions)
- 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
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
