Customer Operations Lead
Skills
ChargebacksCoding ExperienceEngineeringHerculesKnowledge BaseQ&ARefunds
What the job involves
The main requirements, responsibilities and hiring steps.
Requirements
- Excellent communication skills
- Ability to close around 150 tickets per day with AI support
- Prior customer support experience
- Experience building and maintaining knowledge bases and SOPs
- Extensive Stripe experience including refunds chargebacks and credit notes
- Experience building AI automations
- Experience managing a support team
- Ability to work one weekend a month
Nice to have
- Coding experience
- Fast typist
- AI dictation user
Day to day
- Own the customer support experience end to end, delivering fast and high-quality help across a growing ticket queue.
- Resolve tier 1 platform questions and tier 2 billing and admin issues with clarity and urgency.
- Build AI automations, knowledge bases, and operational workflows that enable a small team to handle support at scale while surfacing customer feedback across the company.