AI Operations Lead

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 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.

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…