Customer Operations

Bastion•New York, NY

1d•Hybrid

About The Position

Bastion builds regulated financial infrastructure for modern businesses. Bastion's full stack product suite covers stablecoin issuance, custodial wallet infrastructure, and global asset conversion rails, with the flexibility to deploy individual capabilities or combine them end-to-end. Bastion's regulated foundation underpins a compliance-first approach to risk management, ensuring the integrity and security of all financial activity within its systems. Bastion holds the appropriate licenses for its own operations, but can also act as a service provider, offering compliance and financial operations support under our customers’ licenses. We're hiring a Customer Operations Lead to be the front line of support for Bastion's partners — starting with our highest-profile integration. You will be the person responding to partner escalations every day, triaging technical issues, and working directly with engineering, product, finops, and compliance to resolve them. You'll also build the processes, knowledge base, and tooling that make all of that sustainable and scalable. This isn't a "build the playbook and hand it off" role. You'll be doing the work — fielding partner inquiries, managing escalation workflows, and holding the line on what's in scope and what isn't. As volume grows, you'll design and manage the BPO strategy to scale support beyond yourself, but you need to be the kind of person who earns the right to delegate by doing the work first. We also want someone who thinks doing the same task manually for the tenth time is a waste of everyone's time. A core part of this role is selecting, implementing, and optimizing AI-powered support tools — knowledge bases that feed AI agents, automated triage that routes issues before a human touches them, and tooling that lets you deliver white-glove service at scale without scaling headcount linearly. You don't need to build these tools from scratch — you need to be the person who picks the right ones, gets them implemented correctly, and continuously tunes them so they actually work. If you have experience with automation workflows, AI tooling, or working with tools like Claude Code, that's a strong plus. The key skill is judgment: knowing where automation belongs and where a human touch is non-negotiable. You'll work cross-functionally from day one — closely with engineering on technical escalations, with product on documentation and knowledge management, and with compliance on regulatory workflows. Success in this role means our partners experience fast, accurate, and consistent support, and that you've built the operational infrastructure to maintain that quality as we scale. This role is based in New York City in a flexible hybrid-work environment.

Requirements

Experience with automation workflows.
Experience with AI tooling.
Experience working with tools like Claude Code.
Judgment to know where automation belongs and where a human touch is non-negotiable.
Ability to learn the product deeply enough to diagnose and triage partner issues without relying on engineering or product for every question.
Ability to build and ship a decision framework that clearly defines what's in Bastion's scope vs. partner scope.
Ability to identify which escalation patterns are automatable and begin deploying AI-assisted triage.
Ability to establish SLA tracking and reporting.
Ability to partner with product and engineering to formalize the escalation path for technical issues.
Ability to design and begin executing a BPO strategy.
Ability to train the BPO team (or partner support staff) using the knowledge base and decision frameworks.
Ability to expand support coverage and capacity to meet contractual SLA requirements across time zones, including planning for non-US business hours.
Ability to build a voice-of-customer feedback loop that routes product insights, documentation gaps, and recurring pain points to product and engineering in a structured, actionable format.
Ability to measure and optimize the balance between AI-automated resolution and human-handled support.
Ability to manage an evolving escalation dynamic and push back constructively while maintaining a strong partnership.
Ability to create systems that stay current and are structured well enough to power AI-assisted support in a fast-moving product environment.
Ability to design the handoff process for technical escalations and hold both sides to it.
Ability to ask "why is a human still doing this?" and build the AI-powered layer that resolves it automatically next time.
Ability to know which interactions demand a human touch — the ones where nuance, relationship, and context matter more than speed.
Ability to learn quickly about financial services regulatory requirements and know when to loop in compliance.

Nice To Haves

Experience with automation workflows.
Experience with AI tooling.
Experience working with tools like Claude Code.

Responsibilities

Respond to partner escalations daily.
Triage technical issues.
Work directly with engineering, product, finops, and compliance to resolve issues.
Build processes, knowledge base, and tooling for sustainable and scalable support.
Field partner inquiries and manage escalation workflows.
Select, implement, and optimize AI-powered support tools.
Implement and tune AI-powered support tools.
Work cross-functionally with engineering, product, and compliance.
Learn the product and handle support within the first 30 days.
Begin handling partner escalations directly within the first 30 days.
Audit the current state of support within the first 30 days.
Evaluate and recommend ticketing and knowledge management systems within the first 30 days.
Be the primary point of contact for partner support by 90 days.
Build and ship a decision framework for scope boundaries by 90 days.
Stand up the knowledge base by 90 days.
Identify automatable escalation patterns and begin deploying AI-assisted triage by 90 days.
Establish SLA tracking and reporting by 90 days.
Partner with product and engineering to formalize the escalation path for technical issues by 90 days.
Design and begin executing a BPO strategy by 180 days.
Train the BPO team or partner support staff by 180 days.
Expand support coverage and capacity to meet contractual SLA requirements across time zones by 180 days.
Build a voice-of-customer feedback loop by 180 days.
Measure and optimize the balance between AI-automated resolution and human-handled support.