Customer Operations Lead at Hercules

Compensation

$100,000 – $250,000/yr

Setup: Remote, Hybrid
Location: San Francisco, California
Type: Full-time
Level: Lead
Posted: Feb 23, 2026

Description

Hercules is seeking a Customer Operations Lead to oversee daily customer operations, ensuring swift and high-quality service. This role involves managing non-technical support, handling billing operations, triaging issues for technical support, and supporting renewal/upsell motions. The lead will also be responsible for recruiting, training, and managing contractor teams.

Required Skills

customer operations
billing operations
non-technical support
triage
contractors management
SLAs
escalation management
process improvement
written communication
ticketing systems
CRMs
dashboards
analytics

Additional Information

Required Previous Experiences: 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
Preferred Qualifications: 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
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