Customer Operations Lead We're looking for a Customer 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) 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 • Use 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, experience, and location)