Lead the customer support team at Hercules, leveraging AI to manage a growing volume of support tickets.
Posted by employer 1 month ago
First seen on Joblaze 1 week ago
Last verified on the company career page 1 day ago
AI in the day-to-day
Build and maintain AI automations to automatically resolve tickets at 10x scale.
Not disclosed in this posting: years of experience, visa sponsorship.
Benefits
Joblaze summary
The Customer Operations Lead at Hercules is responsible for overseeing the support team and ensuring a seamless customer experience by managing ticket resolutions and implementing AI-driven automations. Key skills include strong communication, experience with Stripe, and a background in customer support, particularly in building knowledge bases and managing teams. This role is ideal for someone with a proactive mindset and a track record of handling high-volume support environments. Hercules emphasizes urgency and excellence, making it a fitting opportunity for candidates eager to contribute to a fast-paced, innovative company.
Joblaze insights
- Listed 9 days ago on Joblaze — tracked directly from Hercules's career page.
- Hercules has 23 other open roles including Customer Operations Lead, Content & Social Lead, Customer Operations Lead.
- 5136 active AI/ML roles on Joblaze right now.
- 47 active Stripe roles on Joblaze right now.
- Salary band is below the typical range for comparable tech roles (median ~$126,887).
- Pays more than 8% of the 2231 salaried AI/ML roles we track (median $180,000). See AI/ML salary trends
Quick facts
- Is the Customer Operations Lead role remote?
- It's hybrid — Hercules expects some on-site time in Remote - North America.
- What's the salary range?
- Hercules lists $100,000–$250,000 for this role.
- Where is the role based?
- Hercules is hiring for this position in Remote - North America.
- What's the tech stack?
- Joblaze extracted these technologies from the posting: AI/ML, Stripe.
- What seniority level is this role?
- Hercules targets lead candidates for this position.
- Is this full-time or contract?
- Full-time for this Customer Operations Lead role at Hercules.
From the original posting
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)