Customer Operations Lead

About Hercules

Hercules is a platform for creating AI applications, similar to Lovable, Replit, or Base44. It supports a rapidly growing user base of over 300,000 users, managing around 250 support tickets daily, with volume increasing swiftly.

Role Overview

The Customer Operations Lead position involves overseeing the entire customer support workflow. This role focuses on managing the support team and implementing AI-powered automations to efficiently handle a significantly increasing number of support tickets.

Key Responsibilities

• Handle tier 1 support tickets concerning general platform questions.
• Address tier 2 tickets related to billing and administrative tasks.
• Supervise engineering efforts on tier 3 tickets.
• Oversee the upkeep of knowledge bases.
• Develop and maintain AI systems that automate ticket resolution to enable scaling by a factor of ten.
• Create AI tools that analyze and summarize customer feedback and product input for company-wide use.

Qualifications and Requirements

• Exceptional communication skills, with a high standard expected.
• Capability to effectively close approximately 150 tickets daily, with significant assistance from AI tools.
• Previous experience in customer support roles.
• Proficiency in creating and maintaining knowledge documentation and standard operating procedures.
• Advanced experience using Stripe, particularly handling refunds, chargebacks, and credit notes.
• Practical knowledge in developing AI-based automations.
• Experienced in managing a customer support team.
• Availability to work one weekend each month.

Preferred Additional Skills

• Basic programming or scripting experience.
• High typing speed or proficient use of AI dictation tools such as Wispr Flow.

Operating Principles at Hercules

• Urgency: Act swiftly with a willingness to iterate rapidly and learn from mistakes to enhance customer satisfaction.
• Excellence: Deliver high-quality, simple, and self-service oriented solutions with attention to detail and pride in work quality.
• Hunger: Demonstrate determination and persistence to overcome obstacles and achieve goals, willing to contribute at any level required.

Work Environment and Location

Hercules prefers in-office work at its San Francisco headquarters (Kearny and Bush). Remote work is considered for exceptional candidates within US time zones who can regularly visit the office.

Employee Benefits

• Comprehensive healthcare including vision and dental coverage.
• Freedom to employ any AI productivity tools desired.
• Generous vacation policy to take needed time off.
• Daily meals and snacks provided in the office.
• Opportunity to perform some of the most impactful work in one's career.

Compensation

Salary ranges from $100,000 to $250,000 annually plus equity, dependent on seniority, previous experience, and location.