Senior Manager, Customer Service Operations

Bastion builds regulated financial infrastructure for modern businesses. The Senior Manager, Customer Service Operations will build and run customer support for Bastion's enterprise partnerships, ensuring high-quality support outcomes and managing compliance-driven flows.

Responsibilities:

• Get hands-on with the support queue immediately — start resolving real cases, including compliance-driven flows, rather than shadowing for weeks before touching anything
• Learn the product and the underlying compliance requirements deeply enough to diagnose issues without escalating every ambiguous case
• Audit what exists: current documentation, ticket taxonomy, resolution paths, where cases get stuck, and where volume is coming from
• Partner with the internal team building the support tech stack to understand what tooling is coming online and how it will change your workflow
• Start forming a real point of view on how this function needs to scale — internal hires, a BPO partner, or both — based on the volume and complexity you're seeing firsthand
• You are personally resolving a meaningful share of support volume, unaided
• A clear, written map of issue types, current resolution paths, and where the process breaks down today
• An initial recommendation on how to staff the function, grounded in real ticket data
• Be the primary owner of support outcomes — SLAs, resolution quality, and escalation judgment all run through you
• Build and maintain the knowledge base and case-handling documentation so it holds up under real volume, not just as a reference doc
• Establish the operating rhythm: how volume gets tracked, how patterns get surfaced, how you decide what needs to go back to product or compliance
• Move on the staffing call you scoped in month one — you should be actively hiring your first team member, evaluating BPO partners, or both, depending on what the volume actually demands
• Support runs reliably against SLAs with you as the operational backbone
• A living knowledge base that reflects real cases and real edge cases, not hypothetical ones
• Concrete progress against your staffing plan — an offer out, a BPO partner onboarding, or both
• Whether you've hired directly, onboarded a BPO partner, or both, you're running that operation now — training, quality standards, and escalation protocols all trace back to you
• Stay hands-on yourself so the standards you've built don't dilute the moment someone else is doing the work
• Build the playbook for onboarding this function into Bastion's next major partnership, based on patterns from what you've already run
• Close the loop with product and engineering — a structured way for what you're seeing in tickets to actually change what gets built
• A functioning team or partner relationship where you're still doing real casework alongside them
• A repeatable onboarding playbook for extending support to new partnerships
• Doing the work before you get to design the system: You'll be resolving tickets yourself in week one, at real volume. The frameworks and documentation you build will come from having actually done the work, not from theorizing about it in advance
• Compliance-driven flows with real consequences: A meaningful portion of support volume touches regulatory requirements specific to payments and digital assets. You don't need to be a compliance expert on day one, but you'll need to learn fast and know exactly when to loop in the right people
• Scaling fast without guessing: Volume is real from the start, and you won't have the luxury of a slow build-up to a staffing decision. You'll need to make a credible call on internal hires vs. a BPO partner within your first couple of months, based on the ticket data you generate yourself
• Building documentation that works for humans and AI: The knowledge base and case taxonomy you create will be used by you, any teammates or BPO agents you bring on, and AI-powered tooling the internal team is implementing. It has to hold up for all three
• Staying in the work as you scale: Many people at this level default to stepping back once they have a report or a vendor. This role expects the opposite — you stay close to the actual tickets even as you build out the org around you

Requirements:

• Experience building a customer support or risk/compliance support team in the past
• Ability to work hands-on with support tickets from day one
• Deep understanding of compliance requirements related to customer support
• Experience with disputes and complaints
• Ability to audit existing documentation and ticket taxonomy
• Capability to partner with internal teams to build support tech stack
• Experience in staffing decisions based on real ticket data
• Ability to maintain a knowledge base and case-handling documentation
• Experience in tracking support volume and surfacing patterns
• Ability to train and set quality standards for a team or BPO partner
• Experience in building playbooks for onboarding support functions