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
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)
