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 wee…