Technical Customer Support Lead

Job description

We are looking for a technical customer support specialist to come lead our support team at Hercules. Hercules (hercules.app http://hercules.app) is an AI app builder like Lovable, Replit, Base44. We have 100s of thousands of users. We get 100s of tickets a day. You will: - 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 your output - Maintain our knowledge bases - Build automations to summarize voice of customer and product feedback to the full company We are looking for someone who: - has excellent communication (we have a very high bar) - is capable of responding to ~100-150 tickets per day (with AI help) - has worked in support before - has extensive experience with Stripe Nice to haves: - has coded before (or vibe coded) - has successfully built AI automations before What are Hercules’ operating principles? Hercules’ operating principles guide how we make decisions every day. We take them very seriously. Most of them are specifically choices that we as a company unique prioritize and so can be learned on the job. However, we do specifically filter for these principles our hiring process: 1. We move with urgency. We ship fast, iterate, and correct mistakes quickly. Our bias for action speeds our learning and delights our customers. 2. We strive for excellence. Doing things well is in our DNA. We have good taste. We get the details right. Our outputs are exceptionally simple and self-serve. We’re proud of our work. 3. We are hungry. We are willing to work hard and break through walls to achieve the outcomes we want. We are willing to operate at any level to get things done. We are politely relentless. Is Hercules in-office or remote? Hercules founding team works in-office in San Francisco (Kearny and Bush). We have a very strong preference for in office. We are open to remote for exceptional candidates in US time zones who would be willing/able to travel to the office regularly. What are Hercules’ 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 - We guarantee you will do the best work of your career here What’s the compensation? $100k-$250k + equity (depends on seniority, equity, and location)