Technical Customer Support Lead

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

Benefits offered by this job

Healthcare

AI productivity tools

Vacation policy

Office lunches/dinners

Equity

Job summary

Hercules, an AI app builder in San Francisco, seeks a technical customer support specialist to lead our support team. You will handle tier 1–3 tickets, collaborate with engineers, and build automations to scale throughput.

Ideal candidates have strong communication, experience with high ticket volumes (100–150 per day with AI help), prior support roles, and Stripe familiarity. In-office SF with selective remote options for exceptional candidates, plus generous benefits and equity.

Qualifications

• Excellent communication skills with a high bar for clarity and customer service.
• Experience handling support tickets in a fast-paced environment.
• Familiarity with Stripe payments and admin operations.
• Experience collaborating with engineering teams to resolve issues.

Responsibilities

• Resolve tier 1 tickets (general platform Q&A).
• Resolve tier 2 tickets (billing and admin operations).
• Collaborate with engineers to resolve tier 3 tickets.
• Build/maintain AI automations to increase output.

Tools

Stripe

Job description

About the role

We are looking for a technical customer support specialist to lead our support team at Hercules.

Hercules is an AI app builder like Lovable, Replit, Base44. We have hundreds of thousands of users. We get hundreds of tickets a day.

You will

• Resolve tier 1 tickets (general platform Q&A)
• Resolve tier 2 tickets (billing and admin operations)
• Work with engineers to resolve tier 3 tickets
• Build/maintain AI automations to 10x your output
• Maintain our knowledge bases
• Build automations to summarize voice of customer and product feedback to the full company

We are looking for someone who

• has excellent communication (we have a very high bar)
• is capable of responding to ~100-150 tickets per day (with AI help)
• has worked in support before
• has extensive experience with Stripe

Nice to haves

• has coded before (or vibe coded)
• has successfully built AI automations before

Operating principles

1. We move with urgency. We ship fast, iterate, and correct mistakes quickly. Our bias for action speeds our learning and delights our customers.
2. 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.
3. 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’re politely relentless.

Remote policy

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.

Benefits

• Healthcare, vision, and dental
• User 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

Compensation

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