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Salary: USD 100,000 - 250,000 / annual
Hercules is an AI app builder (similar to Lovable, Replit, Base44) with 300k+ users and ~250 support tickets daily. You'll lead the customer support function end-to-end, managing a small team while building AI automations to handle massive ticket volume at scale.
Key responsibilities include resolving tier 1 (general platform Q&A) and tier 2 (billing/admin) tickets directly, managing engineers on tier 3 issues, maintaining knowledge bases and SOPs, and building AI automations that both auto-resolve tickets and synthesize voice-of-customer insights for the broader company. You'll close ~150 tickets per day with heavy AI assistance.
Required qualifications: excellent communication skills, prior customer support experience, knowledge base and SOP expertise, extensive Stripe experience (refunds, chargebacks, credit notes), experience building AI automations, and team management experience. You must be able to work one weekend per month and be willing to travel to the San Francisco office regularly despite remote eligibility.
Nice-to-haves include coding experience (or comfort learning) and fast typing/AI dictation proficiency. Hercules values urgency, excellence, and hunger—shipping fast, iterating quickly, and operating at any level to get things done. The role is ideal for someone who thrives in high-growth, fast-paced environments and wants to build scalable support infrastructure with AI.
