Customer Operations Lead

Job not on LinkedIn

🕒 February 26

🇺🇸 United States – Remote

💵 $100k - $250k / year

⏰ Full Time

🟠 Senior

⚙️ Operations

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Hercules

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2025

☁️ SaaS

🤖 Artificial Intelligence

🛍️ eCommerce

SaaS • Artificial Intelligence • eCommerce

Hercules is an AI-powered no-code platform that lets users build web apps, mobile apps, landing pages, eCommerce stores, and internal tools by chatting with an assistant. It provides a full-stack environment—auth, backend, database, file storage, email, payments, hosting, analytics, and integrations—so creators and businesses can publish and scale apps without writing code. Hercules is positioned as a SaaS product that leverages AI to automate design and development workflows and includes built-in commerce and deployment features.

📋 Description

• Billing operations: refunds, disputes/chargebacks, invoices, plan changes, account migrations, 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 + prioritization: manage hot accounts, incidents, and cross-team prioritization with engineering/product • Light commercial motion: coordinate renewals/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

🎯 Requirements

• 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: 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

🏖️ Benefits

• Healthcare, vision, and dental • User whatever AI productivity tools you’d like • Take what you need vacation policy • Daily lunches, dinners and snacks in the office • We guarantee you will do the best work of your career here