Customer Operations Lead

Hercules; Poland; On-site; PLN 355,999 - 889,997; Full time

Benefits offered by this job

Healthcare, vision, and dental

AI productivity tools

Flexible vacation policy

Daily meals in the office

Commitment to career satisfaction

Job summary

A dynamic technology company is seeking a Customer Operations Lead based in Poland. The role involves managing day-to-day customer operations, ensuring high-quality support outcomes, and driving processes related to billing and customer support. The ideal candidate will have experience in a SaaS environment and excellent communication skills. The company offers competitive compensation ranging from $100k-$250k plus equity and emphasizes urgency, excellence, and employee well-being.

Qualifications

• Experience in a SaaS environment for customer operations or support.
• Strong understanding of refunds, disputes, and subscriptions.
• Ability to respond clearly and professionally to customers.

Responsibilities

• Run day-to-day customer operations ensuring high-quality outcomes.
• Manage billing operations including refunds and disputes.
• Triage support requests and escalate as necessary.
• Define SLAs and accountable outcomes for responses.
• Coordinate renewals and upsells with sales and success teams.
• Continuously improve support operations and processes.

Skills

Customer operations or support ops experience

Understanding of billing and payments workflows

Excellent written communication

Strong triage instincts

Comfort with tooling and dashboards

Ability to drive process

Job description

What are we looking for?

We’re hiring a Customer Operations Lead to run day-to-day operations and ensure fast, high-quality outcomes. You will own non-technical support, billing ops, triage into technical support, and a light support-to-success motion for renewals and upsells.

You should be:

• 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 will you lead?

• 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 elevate 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

What skills do we expect you to have?

• 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

What are Hercules’ operating principles?

1. We move with urgency. We ship fast, iterate, and correct mistakes quickly. Our bias for action speeds our learning and delights our customers.

2. We strive for excellence. Doing things well is in our DNA. We have good taste. We get the details right. Our outputs are exceptionally simple and self-serve. We’re proud of our work.

3. We are hungry. We are willing to work hard and break through walls to achieve the outcomes we want. We are willing to operate at any level to get things done. We are politely relentless.

Is Hercules in-office or remote?

Hercules founding team works in-office in San Francisco (Kearny and Bush). We have a very strong preference for in office. We are open to remote for exceptional candidates in US time zones who would be willing/able to travel to the office regularly.

What are Hercules’ 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

What’s the compensation?

$100k-$250k + equity (depends on seniority, equity, and location)