Customer Operations Lead

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

Benefits offered by this job

Healthcare, vision, dental

AI productivity tools allowed

Generous vacation policy

Daily meals in the office

Job summary

Hercules is seeking a Customer Operations Lead to own the support experience end-to-end and build AI automations that let a small team handle growing ticket volume. You will manage engineers to resolve tier 3 tickets and maintain our knowledge bases and SOPs, driving excellence in customer conversations.

We value excellent communication, the ability to close ~150 tickets per day with AI help, and prior support leadership with Stripe experience.

Qualifications

• Proven experience in customer-support leadership.
• Experience maintaining knowledge bases and SOPs.
• Experience with Stripe refunds, chargebacks, credits.
• Ability to process ~150 tickets per day with AI support.

Responsibilities

• Own end-to-end customer support experience and build AI automations to scale.
• Coordinate with engineers to resolve tier 3 tickets.
• Maintain and improve knowledge bases and SOPs.
• Summarize voice of customer and product feedback for the company.

Skills

Communication

Ticket handling

Knowledge base

Stripe experience

AI automations

Team leadership

Weekend work

Customer support

Tools

Stripe

Job description

About Hercules

Hercules (hercules.app) is an AI app builder — like Lovable, Replit, or Base44. We have 300k+ users and receive ~250 support tickets a day, and that number is growing fast.

About The Role

We're looking for a Customer Operations Lead to run our support team. You'll own the customer support experience end to end, and build the AI automations that let a small team handle a huge and growing ticket volume.

What you'll do

• 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 automatically resolve tickets at 10x scale
• Build and maintain AI automations that summarize voice of customer and product feedback for the whole company

What we're looking for

• Excellent communication (we have a very high bar)
• Able to close ~150 tickets per day (with heavy AI help)
• Prior 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
• Able to work one weekend a month

Nice to have

• Some coding experience (or vibe coding)
• Very fast typist (or uses an AI dictation tool like Wispr Flow)

What are Hercules' operating principles?

Hercules' operating principles guide how we make decisions every day. We take them very seriously. Most of them are choices that we as a company uniquely prioritize, and so can be learned on the job. However, we do specifically filter for these principles in our hiring process:

• We move with urgency. We ship fast, iterate, and correct mistakes quickly. Our bias for action speeds our learning and delights our customers.
• We strive for excellence. Doing things well is in our DNA. We have good taste. We get the details right. Our outputs are exceptionally simple and self-serve. We're proud of our work.
• We are hungry. We are willing to work hard and break through walls to achieve the outcomes we want. We are willing to operate at any level to get things done. We are politely relentless.

Is Hercules in-office or remote?

Hercules' founding team works in-office in San Francisco (Kearny and Bush). We have a very strong preference for in office. We are open to remote for exceptional candidates in US time zones who would be willing/able to travel to the office regularly.

What are Hercules' benefits?

• Healthcare, vision, and dental
• Use whatever AI productivity tools you'd like
• Take what you need vacation policy
• Daily lunches, dinners, and snacks in the office
• We guarantee you will do the best work of your career here

What's the compensation?

$100k-$250k + equity (depends on seniority, experience, and location)