AI Support & Automation Lead — Remote-Eligible

Hercules; United States; Hybrid; USD 100,000 - 250,000; Full time

Benefits offered by this job

Healthcare

AI tools

Vacation policy

Office meals

Career growth

Job summary

Hercules is seeking a technical support and operations lead to own the customer support experience end to end. You will oversee a growing team, build AI automations to handle tickets at scale, and summarize voice of customer for the whole company.

You will resolve tier 1 and 2 tickets, coordinate with engineers for tier 3, maintain knowledge bases and SOPs, and hire or manage a small team. Remote-friendly for US time zones; in-office preference in San Francisco.

Qualifications

• Excellent communication and high bar for quality.
• Able to close ~150 tickets per day with AI help.
• Prior experience in customer support roles.
• Experience building and maintaining knowledge bases and SOPs.
• Extensive Stripe experience (refunds, chargebacks, credits).
• Experience building AI automations.

Responsibilities

• Resolve tier 1 tickets (general platform Q&A).
• Resolve tier 2 tickets (billing and admin ops).
• Manage engineers to resolve tier 3 tickets.
• Maintain knowledge bases.
• Build and maintain AI automations to scale ticket handling.
• Build and maintain AI automations for voice of customer insights.

Skills

Customer support

Team leadership

Knowledge base

SOPs

AI automation

Stripe experience

Communication

Tools

Stripe

Job description

Hercules is seeking a technical support and operations lead to own the customer support experience end to end. You will oversee a growing team, build AI automations to handle tickets at scale, and summarize voice of customer for the whole company.

You will resolve tier 1 and 2 tickets, coordinate with engineers for tier 3, maintain knowledge bases and SOPs, and hire or manage a small team. Remote-friendly for US time zones; in-office preference in San Francisco.