{"id":199572,"url":"https://alion.io/job/hercules-ai-operations-lead","title":"AI Operations Lead","company":{"id":456046,"name":"Hercules","domain":"hercules.app","url":"https://alion.io/company/hercules-2","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Ashby","truth_index":{"grade":"D","score":48,"open_postings":24,"ghost_share":0.875,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-10-01T05:45:00Z"}},"role":"AI/ML","role_family":"AI/ML","seniority":"lead","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_regions","remote_scope_basis":"board_field","remote_working_hours":{"label":"US time zones","utc_offset_min":-8,"utc_offset_max":-5},"hiring_geo_confidence":"inferred","locations":[],"countries":[],"hiring_countries":["US","CA","MX","AG","AW","BS","BB","BZ","BM","VG","BQ","KY","CR","CW","DM","DO","SV","GL","GD","GP","GT","HT","HN","JM","MQ","MS","NI","PA","PR","KN","LC","PM","SX","TT","TC","VI"],"hiring_countries_total":36,"salary":{"min":100000,"max":250000,"currency":"USD","period":"year","gross":null,"usd_annual":250000},"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Lovable","optional":false},{"name":"Replit","optional":false},{"name":"Stripe","optional":false}],"status":"live","first_seen_at":"2026-08-04T20:56:01Z","employer_posted_date":"2026-08-04","last_verified_at":"2026-10-01T11:54:04Z","board_verified":true,"closed_at":null,"days_open":57,"trust":{"level":"ok","repost_count":0,"flags":["company_stale"],"days_open":57},"description":"About Hercules\nHercules (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.\nAbout the role\nWe'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.\nWhat you'll do\nResolve tier 1 tickets (general platform Q&A)\n\nResolve tier 2 tickets (billing and admin operations)\n\nManage engineers to resolve tier 3 tickets\n\nMaintain our knowledge bases\n\nBuild and maintain AI automations to automatically resolve tickets at 10x scale\n\nBuild and maintain AI automations that summarize voice of customer and product feedback for the whole company\n\nWhat we're looking for\nExcellent communication (we have a very high bar)\n\nAble to close ~150 tickets per day (with heavy AI help)\n\nPrior experience in a customer support role\n\nExperience building and maintaining knowledge bases and SOPs\n\nExtensive Stripe experience (refunds, chargebacks, credit notes)\n\nExperience building AI automations\n\nExperience managing a support team\n\nAble to work one weekend a month\n\nNice to have\nSome coding experience (or vibe coding)\n\nVery fast typist (or uses an AI dictation tool like Wispr Flow)\n\nWhat are Hercules' operating principles?\nHercules' 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:\nWe move with urgency. We ship fast, iterate, and correct mistakes quickly. Our bias for action speeds our learning and delights our customers.\n\nWe 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.\n\nWe 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.\n\nIs Hercules in-office or remote?\nHercules' 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.\nWhat are Hercules' benefits?\nHealthcare, vision, and dental\n\nUse whatever AI productivity tools you'd like\n\nTake what you need vacation policy\n\nDaily lunches, dinners, and snacks in the office\n\nWe guarantee you will do the best work of your career here\n\nWhat's the compensation?\n$100k-$250k + equity (depends on seniority, experience, and location)","description_format":"text","description_chars":2813,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Equity"],"hiring_locations":[{"name":"United States","iso":"US","kind":"country"},{"name":"Canada","iso":"CA","kind":"region"},{"name":"Mexico","iso":"MX","kind":"region"},{"name":"Anguilla","iso":null,"kind":"region"},{"name":"Antigua and Barbuda","iso":"AG","kind":"region"},{"name":"Aruba","iso":"AW","kind":"region"},{"name":"Bahamas","iso":"BS","kind":"region"},{"name":"Barbados","iso":"BB","kind":"region"},{"name":"Belize","iso":"BZ","kind":"region"},{"name":"Bermuda","iso":"BM","kind":"region"},{"name":"British Virgin Islands","iso":"VG","kind":"region"},{"name":"Bonaire, Sint Eustatius and Saba","iso":"BQ","kind":"region"},{"name":"Cayman Islands","iso":"KY","kind":"region"},{"name":"Costa Rica","iso":"CR","kind":"region"},{"name":"Curaçao","iso":"CW","kind":"region"},{"name":"Dominica","iso":"DM","kind":"region"},{"name":"Dominican Republic","iso":"DO","kind":"region"},{"name":"El Salvador","iso":"SV","kind":"region"},{"name":"Greenland","iso":"GL","kind":"region"},{"name":"Grenada","iso":"GD","kind":"region"},{"name":"Guadeloupe","iso":"GP","kind":"region"},{"name":"Guatemala","iso":"GT","kind":"region"},{"name":"Haiti","iso":"HT","kind":"region"},{"name":"Honduras","iso":"HN","kind":"region"},{"name":"Jamaica","iso":"JM","kind":"region"},{"name":"Martinique","iso":"MQ","kind":"region"},{"name":"Montserrat","iso":"MS","kind":"region"},{"name":"Nicaragua","iso":"NI","kind":"region"},{"name":"Panama","iso":"PA","kind":"region"},{"name":"Puerto Rico","iso":"PR","kind":"region"},{"name":"Saint Kitts and Nevis","iso":"KN","kind":"region"},{"name":"Saint Lucia","iso":"LC","kind":"region"},{"name":"Saint Vincent and the Grenadines","iso":null,"kind":"region"},{"name":"Saint-Pierre and Miquelon","iso":"PM","kind":"region"},{"name":"Sint Maarten","iso":"SX","kind":"region"},{"name":"Trinidad and Tobago","iso":"TT","kind":"region"},{"name":"Turks and Caicos Islands","iso":"TC","kind":"region"},{"name":"United States Virgin Islands","iso":"VI","kind":"region"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Search Engine Optimization (SEO)"],"lifecycle":[{"event":"open","at":"2026-09-04T06:51:03Z"}],"liveness":{"score":13,"band":"cold","label":"Long shot","p_open":1,"p_active":0.359,"p_room":0.35,"age_days":57,"expected_fill_days":24,"reasons":["conf:18","stale_co","win:tail"],"computed_at":"2026-10-01T05:45:00Z"},"pay":{"stated_usd_annual":250000,"is_top_pay":true},"html_url":"https://alion.io/job/hercules-ai-operations-lead","json_url":"https://alion.io/job/hercules-ai-operations-lead.json","meta":{"generated_at":"2026-10-01T20:28:51Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","usage":{"tier":"crawler","counted_by":"address","units_charged":1,"used_today":2949,"day_limit":5000,"remaining_today":2051,"minute_limit":60,"resets_at":"2026-10-02T00:00:00Z"}}}