Hercules

Customer Operations Lead

Hercules

full-time

Posted on:

Location Type: Remote

Location: United States

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Salary

💰 $100,000 - $250,000 per year

Job Level

Senior

About the role

  • 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

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
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
billing operationsrefundsdisputesinvoicesaccount migrationsSaaS environmentbilling and payments workflowsSLAsescalation pathsprocess improvement
Soft Skills
written communicationtriage instinctscustomer-facing responsescross-functional coordinationincident managementprioritizationcontinuous improvementcustomer outcome accountabilityproblem-solvingorganizational skills