---
title: 'Customer Operations Lead at Hercules'
canonical: 'https://feeny.ai/job/customer-operations-lead-hercules-north-kzvvbcdk1fmr'
type: 'job'
last_seen: '2026-09-10'
---

# Customer Operations Lead at Hercules

- **Company:** Hercules
- **Location:** North, United States
- **Employment:** full-time
- **Work type:** remote
- **Posted:** 2026-08-04
- **Last confirmed live:** 2026-09-10
- **Apply:** https://jobs.ashbyhq.com/hercules/04daaea1-9fa8-416e-874c-41771fd022d4

## Job description

## 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 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)

What are Hercules' operating principles? Hercules' operating principles guide how we make decisions every day. We take them very seriously. Most of them are choices that we as a company uniquely prioritize, and so can be learned on the job. However, we do specifically filter for these principles in our hiring process:

- 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 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
- 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)

## About Hercules

## Company Overview
- **One-liner**: Hercules is an AI-powered platform that enables users to build full-stack apps, websites, and SaaS products by chatting with AI, without writing code.
- **Entity Type**: Private (Seed/Series A stage, backed by a16z)
- **Headquarters**: San Francisco, California, United States
- **Founded**: 2025
- **Founders**: Brendan Falk (CEO) and Grant Gurvis (CTO)

## Core Business
- **Primary industry**: AI-powered software development / no-code / low-code platform
- **Target customers**: B2B and B2C; individuals, entrepreneurs, small businesses, and enterprises wanting to build custom software (SaaS, internal tools, eCommerce, mobile apps, landing pages)
- **Mission**: To enable 8.5 billion people to build their own custom software in minutes.

## Products & Services
- **Hercules Platform**: A full-stack, AI-native app and website builder. Users describe what they want in natural language, and Hercules generates a complete application with auth, backend, database, file storage, email, AI features, payments, push notifications, analytics, and hosting. Deploys in one click to a custom domain, App Store, or Google Play Store.
  - Type: SaaS / AI-powered development platform
- **Hercules Commerce**: Built-in payment processing for selling SaaS subscriptions, physical/digital goods, and services.
  - Type: Integrated payments module
- **Hercules CMS**: Content management solution for building websites and marketing pages.
  - Type: Integrated CMS module
- **Hercules Email**: Email sending solution integrated into the platform.
  - Type: Integrated communication module
- **Hercules Files & Media**: File and media storage and management.
  - Type: Integrated storage module

## Market Standing
- **Valuation**: Not publicly disclosed
- **Key Metric**: Millions in revenue (stated on careers page); 300k+ users (stated on homepage)
- **Notable Investors/Partners**: Backed by a16z (Andreessen Horowitz). Founders previously founded Fig, which was acquired by Amazon and became Amazon Q Developer (formerly CodeWhisperer).
- **Growth Signals**: Rapid headcount growth (+800% YoY, from <1 to 4 employees on LinkedIn); 24 active job postings; monthly LinkedIn follower growth of +42.9%. The company is less than a year old (founded 2025) and already has millions in revenue.

## Competitive Advantages
- **AI-native architecture**: Unlike retrofitted no-code tools, Hercules is built from the ground up for AI-first development, enabling natural language to full-stack app generation.
- **Founding team pedigree**: Founders previously built Fig (acquired by AWS), giving them deep expertise in AI coding assistants and developer tools.
- **Full-stack out of the box**: All apps include auth, backend, database, payments, hosting, and 1000s of API integrations — no stitching together separate services.
- **Scalable infrastructure**: Designed to scale apps to millions of users, with infrastructure built on Cloudflare and AWS.

## Strategic Focus
- **Product expansion**: Building out platform modules (Commerce, CMS, Email, Files) to make Hercules a complete app-building ecosystem.
- **AI agent features**: Developing multi-agent editing, subagents, and browser automation capabilities.
- **Marketplace**: Planning infrastructure for customers to sell app templates.
- **Collaboration**: Adding multiplayer, comments/annotations, and team features.
- **Scaling team**: Aggressively hiring across engineering, product, growth, and customer operations (24 open roles as of July 2026).

## Why Work Here
- **Culture**: Fast-paced, high-agency environment with operating principles: "move with urgency," "strive for excellence," and "be hungry." Strong preference for shipping quickly and iterating.
- **Work model**: Strong preference for in-office at San Francisco HQ (Kearny and Bush). Remote considered for exceptional candidates in US time zones who can travel to the office regularly.
- **Compensation**: $100k–$250k + equity (varies by seniority, equity, and location).
- **Benefits**: Healthcare, vision, dental; daily lunches, dinners, and snacks in office; unlimited vacation; use of any AI productivity tools.
- **Engineering culture**: Engineers expected to be strong in system design, architecture, and AI coding tools. They work with a modern stack: React, TypeScript, Postgres, Redis, Clickhouse, Cloudflare, AWS, OpenAI/Anthropic/Google models. Engineers talk directly with users and ship autonomously.
- **Team size**: Very small (4 employees as of LinkedIn data) — early-stage, high-impact roles with significant ownership.

## Sources
1. [hercules.app - Careers](https://hercules.app/careers)
2. [hercules.app - Homepage](https://hercules.app/)
3. [hercules.app - Who We Are](https://hercules.app/docs/company/who-we-are)
4. [hercules.app - Software Engineer Product Job Posting](https://hercules.app/careers/software-engineer-product)
5. [LinkedIn - Hercules](https://www.linkedin.com/company/herculeshq)

## Other roles at Hercules

- [AI Operations Lead](https://feeny.ai/job/ai-operations-lead-hercules-north-m0sjng6pwp8k) — North, United States
- [Technical Customer Support Lead](https://feeny.ai/job/technical-customer-support-lead-hercules-san-francisco-rwsv6d63nbqw) — San Francisco, CA
- [SEO Content Writer](https://feeny.ai/job/seo-content-writer-hercules-san-francisco-evnzhzdsmx35) — San Francisco, CA
- [AI Context & Harness Product Manager](https://feeny.ai/job/ai-context-harness-product-manager-hercules-san-francisco-7hvt1wdqrddp) — San Francisco, CA
- [Infrastructure Engineer](https://feeny.ai/job/infrastructure-engineer-hercules-san-francisco-sng9t5tkj17q) — San Francisco, CA
- [Frontend Engineer](https://feeny.ai/job/frontend-engineer-hercules-san-francisco-atrkcd3e07mk) — San Francisco, CA
- [Full-stack Engineer](https://feeny.ai/job/full-stack-engineer-hercules-san-francisco-8mvwkfr709jb) — San Francisco, CA
- [Product Engineer](https://feeny.ai/job/product-engineer-hercules-san-francisco-2pbeanz9wh5k) — San Francisco, CA
- [Developer Relations (DevRel)](https://feeny.ai/job/developer-relations-devrel-hercules-north-america-western-europe-eastern-h0pmk8h6t738) — North America / Western Europe / Eastern Australia
- [Developer Relations (DevRel)](https://feeny.ai/job/developer-relations-devrel-hercules-san-francisco-wwt3c8kbzhzs) — San Francisco, CA