Customer Operations Lead

• You reach for an agent before a hire. When you see a recurring ticket pattern, your first instinct is "what rule should have caught this?", not "we need another person."

• You want to own the operating model, not inherit one. No playbook is waiting. The SOPs, KPIs, escalation paths, tooling: you draft them, defend them, rewrite them when they break.

• You think in systems but will sit on a support ticket at 1am to understand a failure mode. The best automations come from people who've felt where the process breaks.

• You want to build alongside Engineering and Product, not file tickets at them. You'll spec agents and shape tooling directly.

• You want decisions that are actually yours. You report to the COO and own the operational track end-to-end. This suits someone who's hit the ceiling of executing other people's plans.

• You measure your impact by the size of your team. Success here looks like a small ops org running a large book. A flat headcount chart is a win, not stagnation.

• You prefer a mature playbook to a blank page. No Gainsight instance, no tiering model, no QBR template to inherit. You'll be designing the system, not optimizing within one.

• Partnering closely with Account Management sounds like friction. The commercial and operational tracks run in parallel by design. Wanting to own the customer relationship outright or avoid the AM partnership entirely won't work here.

• "Mostly autonomous operations" sounds like a marketing line to you. The dark bank thesis shapes every decision. Skepticism about it means rowing against the current daily.

• 3+ years in a fast-paced environment.

• Background in product or operations.

• Direct customer-facing experience.

Compensation packages at Augustus include base salary, equity, and benefits. New hire offers are made based on a candidate's experience, expertise and geographic location. The annual US base salary range for this role is $150,000-$180,000 + equity.