Customer Operations Lead

📋 Description

• • As the Customer Operations Lead at Hercules, you will be at the forefront of ensuring our customers receive exceptional, high-quality support and seamless operational experiences. This pivotal role demands a blend of operational excellence, customer obsession, and commercial acumen to manage the day-to-day intricacies of customer interactions and internal processes.
• • You will be the primary owner of non-technical customer support, meticulously handling inquiries that go beyond automated solutions and require a human touch. This includes addressing a wide range of customer needs, ensuring swift and effective resolutions that maintain high satisfaction levels.
• • A significant part of your responsibility will involve managing billing operations. This encompasses a broad spectrum of financial and account-related tasks, including processing refunds, managing disputes and chargebacks, generating and distributing invoices, facilitating plan changes, executing account migrations, and resolving access issues. Your diligence in these areas is critical for maintaining customer trust and financial integrity.
• • You will act as the crucial first point of contact for customer issues, expertly triaging and routing them to the appropriate teams. This involves gathering comprehensive context and detailed reproduction steps, ensuring that when escalation to Technical Support or Engineering is necessary, the information provided is clean, accurate, and actionable, thereby accelerating resolution times.
• • Defining, monitoring, and enforcing Service Level Agreements (SLAs) and key customer outcomes will be central to your role. You will establish response time targets, manage the health of the support backlog, and champion customer outcome accountability across the operations team, ensuring we consistently meet and exceed expectations.
• • You will be the go-to person for managing high-priority escalations and complex prioritization challenges. This involves identifying and addressing critical customer situations, managing incidents effectively, and coordinating cross-team prioritization efforts with Engineering and Product teams to resolve urgent issues swiftly and efficiently.
• • While not directly managing sales, you will play a light but vital commercial role. This includes coordinating renewal processes, identifying and nurturing upsell opportunities, and spotting signals of customer expansion. You will be responsible for smoothly handing off qualified leads and opportunities to the Sales and Success teams, contributing directly to revenue growth.
• • Establishing and maintaining a robust operating cadence is key to your success. This involves implementing weekly reviews, optimizing tooling, developing and utilizing macros, creating comprehensive playbooks, and driving continuous improvement initiatives across all support operations. Your focus will be on creating efficient, scalable, and effective operational workflows.
• • The ideal candidate possesses a deep understanding of customer operations or support operations within a SaaS environment, coupled with a strong grasp of billing and payment workflows. You should be adept at handling refunds, disputes, and subscription management with precision.
• • Excellent written communication skills are paramount. You will be crafting clear, concise, and professional customer-facing responses that reflect Hercules' commitment to quality and customer care.
• • Your strong triage instincts will be essential for accurately differentiating between billing, product, and technical issues, ensuring each is routed to the correct specialist for resolution.
• • Comfort and proficiency with various tools are expected, including ticketing systems, CRMs, internal dashboards, and basic analytics platforms. You should be able to leverage these tools to manage workflows, track performance, and identify areas for improvement.
• • A proven ability to drive process improvements is critical. This includes developing and implementing SLAs, defining clear escalation paths, creating effective playbooks, and fostering strong cross-functional coordination to ensure seamless operations and customer satisfaction.
• • You will embody Hercules' operating principles, moving with urgency, striving for excellence in every detail, and demonstrating a hungry, polite, and relentless approach to achieving customer outcomes. Your ability to operate at any level to get things done will be highly valued.