Senior Manager, Customer Service Operations

Bastion provides regulated infrastructure for businesses to hold, move, and issue stablecoins through custodial wallets, payment orchestration, and stablecoin issuance. The Senior Manager, Customer Support Operations will build and run enterprise customer support, personally resolve compliance-driven cases, establish documentation and escalation processes, and scale the function through internal hiring, BPO partnerships, or both.

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
• 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
• 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

Requirements:

• You have likely built a customer support or risk/compliance support team in the past, and it will helpful if you have worked on disputes and complaints
• We are a startup, so the pace is fast and the specific work will change. People who thrive here are finding ways to contribute in their first week, and fully productive in their third month. You need to be okay with that
• If you think this is something you can handle, we will be excited to speak with you
• While we have a preference for the role to be based in NYC, we are open to candidates working remotely throughout the US