Technical Customer Support Lead
Hercules•San Francisco, CA
•$100,000 - $250,000•Hybrid
About The Position
Hercules is seeking a technical customer support specialist to lead their support team. Hercules is an AI app builder with hundreds of thousands of users and receives hundreds of tickets daily. The role involves resolving various tiers of customer support tickets, building and maintaining AI automations to enhance productivity, managing knowledge bases, and creating systems to summarize customer feedback for the company.
Requirements
- Excellent communication skills
- Capability to respond to ~100-150 tickets per day (with AI help)
- Previous experience in support
- Extensive experience with Stripe
Nice To Haves
- Experience coding (or vibe coding)
- Successfully built AI automations before
Responsibilities
- 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 output
- Maintain knowledge bases
- Build automations to summarize voice of customer and product feedback to the full company
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
- 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
Mid Level
Education Level
No Education Listed
