Customer Operations Lead
About The Position
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 should be operationally excellent with crisp processes, strong prioritization, and reliable execution. You should be customer-obsessed, driving outcomes, not just ticket closure. You should be calm under pressure with strong escalation judgment and clear communication. You should be a builder and manager, able to recruit, train, and manage contractors with clear QA.
Requirements
- Experience running customer operations or support ops in a SaaS environment.
- Strong understanding of billing and payments workflows (refunds, disputes, subscriptions).
- Experience managing other employees or contractors.
- Excellent written communication: clear, fast, and professional customer-facing responses.
- Strong triage instincts: ability to 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.
Nice To Haves
- Operating principles guide decision-making.
- Move with urgency, ship fast, iterate, and correct mistakes quickly.
- Strive for excellence and attention to detail.
- Be hungry, willing to work hard and break through walls.
- Be politely relentless.
Responsibilities
- Lead billing operations including refunds, disputes/chargebacks, invoices, plan changes, and account changes.
- Handle non-technical support requests when AI support fails or users need human assistance.
- Classify issues, gather context, and escalate to Technical Support/Engineering with clean reproduction details.
- Source, hire, onboard, schedule, and manage a team of contractors, setting QA standards, macros, and playbooks.
- Define and manage response SLAs, backlog health, and customer outcome accountability.
- Manage hot accounts and cross-team prioritization across support and engineering.
- Coordinate renewals/upsells, identify expansion signals, and route to the appropriate owner.
- Implement and maintain weekly reviews, dashboards, workflows, and continuous process improvement for operating cadence and tooling.
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
- Guarantee you will do the best work of your career here
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
