Feeny
Hercules

Technical Customer Support Lead at Hercules (San Francisco, CA)

Hercules· San Francisco, CA·

Role details

Work type
Onsite
Employment
Full-Time

Job description

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

Hercules (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:

  • 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
  • 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)

Why work at Hercules

  • 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.

Application questions