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Bastion is building regulated infrastructure for stablecoins, combining custodial wallets, global payment orchestration, and stablecoin issuance. We're seeking a Senior Manager of Customer Service Operations to build and run enterprise customer support for partnerships with major consumer technology and financial services companies.
This is a hands-on role from day one. You'll personally resolve tickets, refine knowledge bases, and establish escalation paths while scaling the operation. A significant portion of support volume involves compliance-driven flows requiring precision and deep understanding of regulatory requirements in payments and digital assets.
In your first 30 days, you'll get into the ticket queue immediately, learn the product and compliance requirements deeply, audit existing documentation and resolution paths, and form a point of view on how to scale—whether through internal hires, BPO partners, or both. You'll own budget and report to the Head of Product, ensuring customer voice shapes product development.
By 90 days, you'll own the function end-to-end with SLAs, resolution quality, and escalation judgment running through you. You'll build and maintain living documentation, establish operating rhythms for tracking volume and surfacing patterns, and execute your staffing plan—actively hiring or onboarding BPO partners based on real demand.
By 180 days, you'll run the team or partnership you've built while staying hands-on to maintain standards. You'll develop a repeatable onboarding playbook for extending support to new partnerships and create structured feedback loops so ticket patterns actually influence product and engineering priorities.
You've likely built customer support or risk/compliance support teams before, with experience in disputes and complaints. You thrive in startup environments where pace is fast, specifics change, and you contribute meaningfully in week one while reaching full productivity by month three. While NYC-based candidates are preferred, we're open to remote work throughout the US.
