Hercules AI

Customer Operations Lead

San Francisco · Contract

Sponsorship not specified$100k-$250kDetected 149 days ago

Process ImprovementCustomer SupportCadenceCommunication

About the role

Hercules' operating principles guide how we make decisions every day.
Most of them are specifically choices that we as a company unique prioritize and so can be learned on the job.
However, we do specifically filter for these principles our hiring process: 1.

We're hiring a Customer Operations Lead to run day-to-day customer 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 will also hire and manage contractors to scale support capacity.
you drive outcomes, not just ticket closure
WHAT WILL YOU LEAD?
handle requests when AI support fails or users need human help
classify issues, gather context, escalate to Technical Support/Engineering with clean repro details
source, hire, onboard, schedule, and manage contractors; set QA standards, macros, and playbooks
manage hot accounts and cross-team prioritization across support and engineering

Strong understanding of billing and payments workflows (refunds, disputes, subscriptions)
Experience managing other employees or contractors

define and run response SLAs, backlog health, and customer outcome accountability
Healthcare, vision, and dental
Take what you need vacation policy

Our bias for action speeds our learning and delights our customers.
We strive for excellence.
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.

This listing is sourced directly from Hercules AI's careers page and normalized into a canonical job model.