AI 运营负责人
AI Operations Lead
关于Hercules
Hercules（hercules.app）是一个AI应用构建工具——类似于Lovable、Replit或Base44。我们拥有30万+用户，每天收到约250个支持工单，这个数字正在快速增长。
关于该职位
我们正在寻找一位技术客服和运营负责人来管理我们的客服团队。你将全程负责客户支持体验，并建立AI自动化流程，让一个小团队能够处理大量且持续增长的工单。
你将负责的工作
- 解决一级工单（平台一般问题）
- 解决二级工单（账单和管理操作）
- 管理工程师解决三级工单
- 维护我们的知识库
- 建立和维护AI自动化流程，以10倍的规模自动解决工单
- 建立和维护AI自动化流程，总结客户声音和产品反馈，供整个公司使用
我们寻找的人选
- 优秀的沟通能力（我们有非常高的标准）
- 能够每天处理约150个工单（借助大量AI帮助）
- 有客服相关工作经验
- 有建立和维护知识库及标准操作流程的经验
- 有丰富的Stripe经验（退款、争议、信用凭证）
- 有建立AI自动化流程的经验
- 有管理客服团队的经验
- 能够每月工作一天周末
加分项
- 有一些编程经验（或具备编程氛围）
- 非常快的打字速度（或使用AI语音输入工具如Wispr Flow）
Hercules的运营原则是什么？
Hercules的运营原则指导我们每天的决策。我们非常重视这些原则。大多数原则是我们公司特别优先考虑的选择，可以在工作中学习。然而，我们在招聘过程中会特别筛选这些原则：
- 我们行动迅速。我们快速交付、迭代并快速纠正错误。我们的行动倾向加快了我们的学习速度并让客户感到满意。
- 我们追求卓越。把事情做好是我们的DNA。我们有良好的品味。我们注重细节。我们的输出非常简单且自助。我们为自己的工作感到自豪。
- 我们充满渴望。我们愿意努力工作并突破障碍以实现想要的结果。我们愿意在任何层级上完成任务。我们礼貌而坚定。
Hercules是办公室办公还是远程办公？
Hercules的创始团队在旧金山（Kearny和Bush）办公室工作。我们非常倾向于办公室办公。我们对美国时区的优秀候选人开放远程办公，但要求他们愿意/能够定期前往办公室。
查看英文原文
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 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.
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)
Originally posted on Himalayas