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Salary: USD 100,000 - 250,000 / annual
Hercules is an AI app builder with 300k+ users handling ~250 support tickets daily. As Customer Operations Lead, you'll own the end-to-end support experience and build AI automations to scale a small team to handle massive ticket volume.
You'll manage the full support stack: resolve tier 1 tickets (platform Q&A), tier 2 tickets (billing and admin operations), and manage engineers handling tier 3 issues. You'll maintain knowledge bases, build and maintain AI automations to resolve tickets at scale, and create automations that summarize voice-of-customer feedback for the entire company.
Key requirements include excellent communication skills, ability to close ~150 tickets daily (with AI assistance), 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'll work one weekend per month.
Nice-to-haves include some coding experience and fast typing or AI dictation tool proficiency. Hercules values urgency, excellence, and hunger—shipping fast, iterating quickly, and operating at any level to get things done. The founding team works in-office in San Francisco but the company is open to remote for exceptional US-timezone candidates willing to travel to the office regularly.
Compensation is $100k–$250k plus equity, depending on seniority, experience, and location. Benefits include healthcare, vision, dental, unlimited vacation, daily office meals/snacks, and access to AI productivity tools.
