Customer Operations Lead

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 should be: Operationally excellent: crisp processes, strong prioritization, and reliable execution. Customer-obsessed: you drive outcomes, not just ticket closure. Calm under pressure: strong escalation judgment and clear communication. Commercially aware: you can spot expansion opportunities and coordinate the right follow-up. What will you lead? 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 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) 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: We move with urgency . We ship fast, iterate, and correct mistakes quickly. Our bias for action speeds our learning and delights our customers. 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. 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’