Remote AI Support & Operations Lead

Hercules; San Francisco (CA); On-site; USD 100,000 - 250,000; Full time

Benefits offered by this job

Healthcare, vision, and dental

AI productivity tools

Vacation policy

Daily lunches, dinners, and snacks in‑

Career growth opportunities

Job summary

Hercules, an AI app builder in San Francisco, seeks a technical support and operations lead to own the support experience end to end. You will build AI automations to scale ticket handling and drive insights from customer feedback across the company.

You will manage the support team, maintain knowledge bases, and collaborate with engineers to resolve complex tier-3 issues. The role requires excellent communication and weekend availability, with in-office preference in SF.

Qualifications

• Excellent written and spoken communication is essential.
• Able to close ~150 tickets per day with heavy AI assistance.
• Experience in customer support roles and maintaining knowledge bases and SOPs.
• Extensive Stripe experience (refunds, chargebacks, credit notes).
• Experience building AI automations and leading 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 and SOPs.
• Build and maintain AI automations to resolve tickets at scale.
• Summarize voice of customer and product feedback for the company.

Skills

Communication

Ticket handling

Customer support

KBs & SOPs

Stripe experience

AI automation

Team management

Weekend availability

Tools

Stripe

Job description

Hercules, an AI app builder in San Francisco, seeks a technical support and operations lead to own the support experience end to end. You will build AI automations to scale ticket handling and drive insights from customer feedback across the company.

You will manage the support team, maintain knowledge bases, and collaborate with engineers to resolve complex tier-3 issues. The role requires excellent communication and weekend availability, with in-office preference in SF.