AI Operations Lead
Hercules
•$100,000 - $250,000•Hybrid
About The Position
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. We're looking for a technical support and 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.
Requirements
- 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 Haves
- Some coding experience (or vibe coding)
- Very fast typist (or uses an AI dictation tool like Wispr Flow)
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
- 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
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
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
