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Bastion provides regulated infrastructure for stablecoin custody, movement, and issuance. We're seeking a Senior Manager of Customer Service Operations to build and run support for enterprise partnerships with major consumer technology and financial services companies.
This is a hands-on role from day one. You'll own the full customer support function, starting by personally resolving tickets and auditing existing processes, then scaling through hiring and/or BPO partnerships. A significant portion of support volume involves compliance-driven flows requiring precision and deep product understanding.
In your first 30 days, you'll get into the support queue immediately, learn the product and compliance requirements, audit current documentation and resolution paths, and form a point of view on how to scale the function. You'll personally resolve meaningful support volume and deliver a written map of issue types, resolution paths, and process breakdowns.
By 90 days, you own support outcomes end-to-end—SLAs, resolution quality, escalation judgment. You'll build and maintain the knowledge base, establish operating rhythms for tracking volume and surfacing patterns, and move on staffing decisions (direct hires, BPO partners, or both). You'll have concrete progress against your staffing plan.
By 180 days, you're running the team or partnership you built while staying hands-on in casework. You'll maintain quality standards, build a repeatable onboarding playbook for new partnerships, and establish structured feedback loops between tickets and product development.
You likely have experience building customer support or risk/compliance support teams, ideally with exposure to disputes and complaints. You thrive in fast-paced startup environments, contribute meaningfully in week one, and reach full productivity by month three. You're comfortable with ambiguity, pattern recognition, and solving problems without a pre-written playbook.
You'll report to the Head of Product and partner closely with the internal team implementing the support tech stack. While based in NYC is preferred, remote work throughout the US is available.
