Hercules is hiring a Customer Operations Lead to run day-to-day customer operations and deliver fast, high-quality outcomes. You’ll own non-technical support, billing ops, triage into technical support, and a light support-to-success motion for renewals and upsells.
This role is open to candidates in North America, with the founding team based in San Francisco. See the work setup details below before you apply.
Who They’re Looking For
- 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 You’ll Lead
- Billing operations: refunds, disputes/chargebacks, invoices, plan changes, account migrations, and 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 and prioritization: manage hot accounts, incidents, and cross-team prioritization with engineering and product.
- Light commercial motion: coordinate renewals and 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.
Skills You Need
- 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: you can separate billing vs. product vs. technical issues and route them correctly.
- Comfort with tooling: ticketing systems, CRMs, internal dashboards, and basic analytics.
- Ability to drive process: SLAs, escalation paths, playbooks, and cross-functional coordination.
Hercules’ Operating Principles
These principles guide how Hercules makes decisions every day, and the team specifically filters for them in the hiring process:
- Move with urgency. Ship fast, iterate, and correct mistakes quickly. A bias for action speeds up learning and delights customers.
- Strive for excellence. Get the details right. Outputs are simple and self-serve, and the team is proud of its work.
- Be hungry. Work hard, break through walls, and operate at any level to get things done. Politely relentless.
Work Setup: Office or Remote?
The Hercules founding team works in-office in San Francisco (Kearny and Bush) and has a very strong preference for in-office work. They are open to remote for exceptional candidates in US time zones who are willing and able to travel to the office regularly.
Compensation
$100k to $250k + equity, depending on seniority, equity, and location.
Benefits
- Healthcare, vision, and dental.
- Use whatever AI productivity tools you like.
- Take-what-you-need vacation policy.
- Daily lunches, dinners, and snacks in the office.
- A promise that you’ll do the best work of your career.
