Customer Operations Lead
WFA Digital Insight
As the demand for exceptional customer experiences continues to rise, companies like Hercules are seeking skilled professionals to lead their customer operations. With a growing need for operationally excellent and customer-obsessed individuals, this role stands out in the current remote job market. According to recent statistics, the SaaS industry has seen a significant increase in customer operations roles, with a focus on providing seamless and efficient support. Hercules' commitment to excellence and customer satisfaction makes this role an attractive opportunity for those who thrive in fast-paced environments. Before applying, candidates should be aware of the importance of strong written communication skills, triage instincts, and experience with billing and payments workflows.
Job Description
About the Role
The Customer Operations Lead will play a vital role in managing the day-to-day customer operations at Hercules, ensuring fast and high-quality outcomes. This role is critical in driving customer satisfaction and loyalty, and the ideal candidate will be operationally excellent, customer-obsessed, and calm under pressure. The Customer Operations Lead will work closely with the technical support and engineering teams to resolve complex issues and improve overall customer experience.The role is based in the United States, and while Hercules has a strong preference for in-office work, remote candidates in US time zones who are willing to travel to the office regularly will be considered. The company's commitment to excellence and customer satisfaction is reflected in its operating principles, which guide every decision made.
As a key member of the customer operations team, the Customer Operations Lead will be responsible for driving process improvements, defining and running response SLAs, and ensuring customer outcome accountability. This role requires a unique blend of technical, business, and interpersonal skills, making it an exciting opportunity for candidates who are passionate about delivering exceptional customer experiences.
What You Will Do
- Own non-technical support, billing operations, and triage into technical support
- Develop and implement processes to improve customer satisfaction and reduce response times
- Manage escalations, prioritization, and cross-functional coordination with engineering and product teams
- Define and run response SLAs, backlog health, and customer outcome accountability
- Coordinate renewals, upsells, and identify expansion opportunities
- Collaborate with sales and success teams to drive revenue growth
- Analyze customer feedback and implement changes to improve overall customer experience
- Develop and maintain playbooks, macros, and tooling to improve support efficiency
- Participate in weekly reviews and continuous improvement initiatives
What We Are Looking For
- Experience running customer operations or support ops in a SaaS environment
- Strong understanding of billing and payments workflows, including refunds, disputes, and subscriptions
- Excellent written communication skills, with the ability to provide clear and professional customer-facing responses
- Strong triage instincts, with the ability to separate billing, product, and technical issues
- Comfort with tooling, including ticketing systems, CRMs, internal dashboards, and basic analytics
- Ability to drive process improvements, including SLAs, escalation paths, and playbooks
- Strong prioritization and organizational skills, with the ability to manage multiple tasks and deadlines
- Experience with Excel and other productivity tools
Nice to Have
- Experience with AI support tools and workflows
- Knowledge of customer success platforms and metrics
- Familiarity with Agile development methodologies
- Certification in customer support or operations
Benefits and Perks
- Competitive salary and equity package
- Comprehensive healthcare, vision, and dental benefits
- Flexible vacation policy and daily lunches, dinners, and snacks in the office
- Access to AI productivity tools and other software
- Opportunities for professional growth and development
- Recognition and rewards for outstanding performance
- Collaborative and dynamic work environment
How to Stand Out
- Be prepared to provide examples of process improvements you've implemented in previous roles.
- Showcase your ability to communicate complex technical issues in a clear and concise manner.
- Highlight your experience with billing and payments workflows, including refunds, disputes, and subscriptions.
- Demonstrate your proficiency in Excel and other productivity tools.
- Be prepared to discuss your strategy for driving customer satisfaction and loyalty.
- Show enthusiasm for Hercules' operating principles and commitment to excellence.
- Prepare examples of times when you've had to prioritize tasks and manage multiple deadlines.
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