Job Overview
Location
San Francisco
Job Type
Full-time
Category
Operations Manager
Date Posted
February 25, 2026
Full Job Description
📋 Description
- • Hercules is seeking a highly motivated and operationally excellent Customer Operations Lead to spearhead our day-to-day customer operations, ensuring swift and high-quality outcomes for our valued users. This pivotal role will encompass the management of non-technical support, intricate billing operations, efficient triage into technical support channels, and a foundational support-to-success motion for renewals and upsells. A key aspect of this position will be the strategic hiring and management of contractors to dynamically scale our support capacity in alignment with business needs.
- • As the Customer Operations Lead, you will be instrumental in shaping and executing processes that define our customer experience. Your responsibilities will span a broad spectrum, including overseeing all billing operations, which involves managing refunds, handling disputes and chargebacks with precision, generating invoices, processing plan changes, and executing account modifications. You will also be the primary point of contact for non-technical support requests, stepping in to provide human assistance when AI support falls short or when users require a more personalized touch.
- • A critical function of this role is the meticulous triage and routing of customer inquiries. You will be responsible for accurately classifying incoming issues, gathering essential context from customers, and escalating them to our Technical Support or Engineering teams with detailed, reproducible information. This ensures that our technical experts can diagnose and resolve issues efficiently, minimizing downtime and customer frustration.
- • You will lead and develop a team of contractors, taking ownership of the entire lifecycle from sourcing and hiring to onboarding, scheduling, and ongoing performance management. This includes establishing clear quality assurance standards, developing standardized macros for common responses, and creating comprehensive playbooks to guide contractor actions and ensure consistency.
- • Defining, implementing, and monitoring Service Level Agreements (SLAs) and key customer outcomes will be central to your role. You will be accountable for response SLAs, maintaining the health of our support backlog, and ensuring that we are consistently meeting and exceeding customer expectations.
- • Managing escalations and cross-team prioritization will be a daily challenge. You will be the go-to person for hot accounts and will need to skillfully navigate and prioritize requests across support and engineering teams to ensure the most critical issues are addressed promptly.
- • Furthermore, you will play a role in our light commercial motion, coordinating renewal processes, identifying opportunities for upsells, and seamlessly routing these leads to the appropriate sales or success owners. This involves understanding customer needs and proactively identifying expansion signals.
- • You will also be responsible for establishing and refining our operating cadence and tooling. This includes implementing weekly review meetings, developing insightful dashboards, optimizing workflows, and driving continuous process improvement initiatives to enhance efficiency and effectiveness across the entire customer operations function.
- • We are looking for an individual who is operationally excellent, with a knack for creating crisp processes, strong prioritization skills, and reliable execution. A deep customer-obsession is paramount; you must be driven by achieving positive customer outcomes, not merely closing tickets. The ability to remain calm under pressure, demonstrate strong escalation judgment, and communicate clearly is essential. Finally, you must be a builder and a manager, capable of recruiting, training, and effectively managing contractors with a keen eye for quality assurance.
- • This role offers a unique opportunity to build and scale a critical function within a fast-growing company. You will have the autonomy to define processes, implement best practices, and directly impact customer satisfaction and retention. If you are a proactive, results-oriented leader with a passion for customer success and operational excellence, we encourage you to apply.
🎯 Requirements
- • Proven experience in running customer operations or support operations within a SaaS environment.
- • Strong understanding of billing and payments workflows, including refunds, disputes, subscriptions, and invoicing.
- • Demonstrated experience in managing and leading employees or contractors, including hiring, training, and performance management.
- • Excellent written communication skills, with the ability to craft clear, concise, and professional customer-facing responses.
- • Strong triage instincts and the ability to accurately differentiate between billing, product, and technical issues for correct routing.
- • Comfort and proficiency with essential tooling, including ticketing systems (e.g., Zendesk, Intercom), CRMs (e.g., Salesforce), internal dashboards, and basic analytics tools.
- • A proactive ability to drive process improvements, including defining SLAs, establishing escalation paths, creating playbooks, and coordinating effectively across cross-functional teams.
🏖️ Benefits
- • Comprehensive healthcare, vision, and dental insurance plans.
- • Access to and budget for user-selected AI productivity tools to enhance your workflow.
- • Flexible 'take what you need' vacation policy to support work-life balance.
- • Daily catered lunches, dinners, and snacks provided in the San Francisco office.
- • A guaranteed opportunity to do the best work of your career in a dynamic and supportive environment.
Skills & Technologies
Senior
Remote
$100k-250k
About Hercules
Hercules is a leading provider of innovative solutions in the digital transformation space. They specialize in helping businesses leverage cutting-edge technologies to optimize operations, enhance customer experiences, and drive sustainable growth. Their expertise spans cloud computing, data analytics, artificial intelligence, and cybersecurity, enabling them to deliver tailored strategies and implementation services. Hercules is committed to fostering a collaborative environment, working closely with clients to understand their unique challenges and achieve measurable results. They aim to empower organizations to navigate the complexities of the modern business landscape and unlock their full potential through strategic technological advancements and expert guidance.
