Hercules (hercules.app) is an AI app builder, similar to Lovable, Replit, or Base44. It has 300k+ users and receives around 250 support tickets a day, and that number is growing fast.
Hercules is looking for a technical support and operations lead to run its 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.
This role is open to candidates in North America. See the work setup details below before you apply.
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 the knowledge bases.
- Build and maintain AI automations that automatically resolve tickets at 10x scale.
- Build and maintain AI automations that summarize voice of customer and product feedback for the whole company.
What They’re Looking For
- Excellent communication (the bar is very high).
- Able to close around 150 tickets per day, with heavy AI help.
- Prior experience in a customer support role.
- Experience building and maintaining knowledge bases and SOPs that keep a team organized and efficient.
- 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 you use an AI dictation tool like Wispr Flow.
Hercules’ Operating Principles
These principles guide how Hercules makes decisions every day. Most can be learned on the job, but the team specifically filters for them in the hiring process:
- Move with urgency. Ship fast, iterate, and correct mistakes quickly. A bias for action speeds up learning and delights customers.
- Strive for excellence. Good taste, the details done right, and outputs that are simple and self-serve.
- Be hungry. Work hard, break through walls, and operate at any level to get things done. Politely relentless.
Work Setup: Office or Remote?
The Hercules founding team works in-office in San Francisco (Kearny and Bush) and has a very strong preference for in-office work. They are open to remote for exceptional candidates in US time zones who are willing and able to travel to the office regularly.
Compensation
$100k to $250k + equity, depending on seniority, experience, and location.
Benefits
- Healthcare, vision, and dental.
- Use whatever AI productivity tools you like.
- Take-what-you-need vacation policy.
- Daily lunches, dinners, and snacks in the office.
- A promise that you’ll do the best work of your career.
