Customer Operations Lead - Growth & Renewals (Remote-Eligible)

Hercules; Poland; Remote; 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

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.