Customer Operations Lead — AI-Driven Support & Automation

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

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.