Remote Customer Operations Lead: Scale Support & Billing

Hercules; San Francisco (CA); On-site; USD 100,000 - 250,000; Full time

Benefits offered by this job

Healthcare, vision, and dental

Flexible vacation policy

Daily meals provided in office

Access to AI productivity tools

Job summary

A technology company is seeking a Customer Operations Lead based in San Francisco. This role involves running customer operations, managing billing workflows, and leading a contractor team to ensure high-quality customer outcomes. The ideal candidate will demonstrate operational excellence, strong communication skills, and experience in customer support. Additionally, you will need to manage escalations, triage requests, and drive process improvements. We offer competitive compensation, comprehensive benefits, and a preference for in-office collaboration.

Qualifications

• Experience in customer operations or support in a SaaS environment.
• Strong understanding of billing and payments workflows.
• Experience managing other employees or contractors.

Responsibilities

• Run day-to-day customer operations ensuring high-quality outcomes.
• Manage billing operations including refunds and disputes.
• Classify issues, escalate to Technical Support with clean details.
• Hire and manage contractors for support capacity.

Skills

Customer operations expertise

Billing workflows

Excellent written communication

Triage instincts

Comfort with ticketing systems

Tools

CRM systems

Internal dashboards

Job description

A technology company is seeking a Customer Operations Lead based in San Francisco. This role involves running customer operations, managing billing workflows, and leading a contractor team to ensure high-quality customer outcomes. The ideal candidate will demonstrate operational excellence, strong communication skills, and experience in customer support. Additionally, you will need to manage escalations, triage requests, and drive process improvements. We offer competitive compensation, comprehensive benefits, and a preference for in-office collaboration.