Technical Customer Support Lead Job San Francisco area,California USA,IT/Tech

About the role

We are looking for a technical customer support specialist to lead our support team at Hercules.

Hercules is an AI app builder like Lovable, Replit, Base
44. We have hundreds of thousands of users. We get hundreds 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

Operating principles

We move with urgency. We ship fast, iterate, and correct mistakes quickly. Our bias for action speeds our learning and delights our customers.

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.

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’re politely relentless.

Remote policy

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.

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

Compensation

$100k-$250k + equity (depends on seniority, equity, and location)

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