Customer Operations Lead

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 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.

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 escalate 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