AI Support & Operations Lead - Remote, Equity

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

Benefits offered by this job

Healthcare, vision, and dental

Use AI productivity tools

Vacation policy

Daily lunches, dinners, and snacks in

Equity

Job summary

Hercules is seeking a technical support and operations lead to run our support team and own the customer experience end to end. You will build AI automations to let a small team handle a growing ticket volume.

You will resolve tier 1-3 tickets, maintain knowledge bases, and translate customer feedback into product insights. Remote-friendly for exceptional candidates in US time zones, with in-office presence in San Francisco as a preference.

Qualifications

• Proven experience in a customer support role.
• Experience building and maintaining knowledge bases and SOPs.
• Extensive Stripe experience (refunds, chargebacks, credit notes).
• Experience building AI automations.
• Experience managing a support team.

Responsibilities

• Resolve tier 1 tickets (general platform Q&A).
• Resolve tier 2 tickets (billing and admin operations).
• Manage engineers to resolve tier 3 tickets.
• Maintain our knowledge bases.
• Build and maintain AI automations to scale ticket handling.
• Build AI automations that summarize voice of customer and product feedback.

Skills

Excellent communication

Ticketing at scale

Customer support experience

Knowledge bases & SOPs

Stripe experience

AI automations

Team leadership

Weekend availability

Job description

Hercules is seeking a technical support and operations lead to run our support team and own the customer experience end to end. You will build AI automations to let a small team handle a growing ticket volume.

You will resolve tier 1-3 tickets, maintain knowledge bases, and translate customer feedback into product insights. Remote-friendly for exceptional candidates in US time zones, with in-office presence in San Francisco as a preference.