AI Operations Lead
New
H
HerculesAI software
Remote - North America; open to remote for exceptional candidates in US time zones who would be willing/able to travel to the office regularly., US time zonesFull-TimeLead
Salary$100k-$250k + equity (depends on seniority, experience, and location)
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Job Details
- Required Skills
- Customer support
Requirements
- Have prior experience in a customer support role.
- Have experience building and maintaining knowledge bases and standard operating procedures.
- Have extensive Stripe experience, including refunds, chargebacks, and credit notes.
- Have experience building AI automations.
- Have experience managing a support team.
- Be able to close approximately 150 tickets per day with heavy AI assistance.
- Be able to work one weekend a month.
- Some coding experience or vibe coding is a nice to have.
- Fast typing or use of an AI dictation tool such as Wispr Flow is a nice to have.
Responsibilities
- Resolve tier 1 tickets covering general platform questions.
- Resolve tier 2 tickets involving billing and administrative operations.
- Manage engineers who resolve tier 3 tickets.
- Maintain knowledge bases.
- Build and maintain AI automations to resolve tickets at 10x scale.
- Build and maintain AI automations that summarize customer feedback and product feedback for the company.
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