Note: The job is a remote job and is open to candidates in USA. Bastion is a company that builds regulated financial infrastructure for modern businesses. They are seeking a Senior Manager for Customer Service Operations to oversee customer support for enterprise partnerships, manage compliance-driven support flows, and ensure high-quality service delivery as the organization scales.
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
Skills
- 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 in resolving compliance-driven flows
- Ability to audit existing documentation and ticket resolution paths
- Experience in partnering with internal teams to build support tech stacks
- Ability to form a scaling strategy based on real ticket data
- Ownership of support outcomes including SLAs and resolution quality
- Ability to build and maintain a knowledge base and case-handling documentation
- Establishing operating rhythms for tracking volume and surfacing patterns
- Experience in hiring and evaluating BPO partners based on support volume
- Ability to run a team or partnership while staying hands-on with casework
- Ability to build playbooks for onboarding new partnerships
- Ability to close the loop with product and engineering teams
- Experience working on disputes and complaints
- Preference for candidates based in NYC, but open to remote candidates throughout the US
Benefits
- Offers Equity
- REMOTE
Company Overview