Head of Customer Support

Bastion•New York, NY

1d•$175,000 - $250,000•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 looking for a Head of Customer Support to build and lead customer support across Bastion's partner ecosystem. Our partners include some of the largest consumer technology and financial services companies in the world, each with millions of end users. When those users have issues with Bastion-powered features, the support experience needs to be fast, accurate, and scalable. You're the person responsible for making that happen. This role sits at the intersection of partner operations, support strategy, and AI-powered tooling. You'll define what Bastion's support obligations look like across each partnership, design the support model, and own the operational infrastructure that holds it all together. Early on, you'll be hands-on: fielding partner escalations, learning the product deeply, and building the documentation and frameworks that everything else depends on. The reason we need a leader is that the scale and complexity of what's coming requires someone who has operated support at volume, managed outsourced teams, selected and implemented AI-powered CX tooling, and seen support models with different structures and expectations. While we have a preference for the role to be based in NYC, we are open to candidates working remotely throughout the US.

Requirements

Operated support at volume.
Managed outsourced teams.
Selected and implemented AI-powered CX tooling.
Seen support models with different structures and expectations.
Ability to learn the product deeply enough to diagnose and triage partner issues without relying on others for every question.
Ability to handle partner escalations directly.
Ability to audit the current state of support.
Ability to review Bastion's contractual support obligations (MSAs, SLAs).
Ability to evaluate the support tooling landscape.
Ability to be the primary point of contact for partner support.
Ability to handle escalations end-to-end and route to engineering and product only when genuinely necessary.
Ability to build and ship the scope boundary framework.
Ability to stand up the knowledge base.
Ability to establish SLA tracking and reporting.
Ability to design and execute the BPO strategy.
Ability to identify, evaluate, and onboard an outsourced support partner.
Ability to manage quality, training, and escalation protocols for BPO partner.
Ability to build the support model for Bastion's next major partnership launch.
Ability to define support scope for new partnerships.
Ability to capacity plan for projected volume for new partnerships.
Ability to train the partner's support team for new launches.
Ability to ensure Bastion's infrastructure is ready before go-live for new partnerships.
Ability to optimize the balance between AI-automated resolution and human-handled support.
Ability to build a voice-of-customer feedback loop.
Ability to route product insights, documentation gaps, and recurring pain points to product and engineering.
Ability to design support across partners with different structures.
Ability to build a support framework flexible enough to work across different partner structures.
Ability to keep Bastion's internal operations coherent.
Ability to build volume projections using product data, industry benchmarks, and experience.
Ability to design a support model that can flex with volume changes.
Ability to deploy AI-powered tooling for issue resolution.
Ability to create error code mappings, CS case taxonomies, and knowledge base content.
Ability to learn quickly about financial services regulatory requirements.
Ability to know when to loop in compliance.

Nice To Haves

Preference for the role to be based in NYC, but open to candidates working remotely throughout the US.

Responsibilities

Build and lead customer support across Bastion's partner ecosystem.
Define Bastion's support obligations across each partnership.
Design the support model.
Own the operational infrastructure for customer support.
Field partner escalations.
Learn the product deeply.
Build documentation and frameworks for support.
Operate support at volume.
Manage outsourced teams.
Select and implement AI-powered CX tooling.
Handle partner escalations directly.
Audit the current state of support.
Review Bastion's contractual support obligations (MSAs, SLAs).
Evaluate the support tooling landscape.
Be the primary point of contact for partner support.
Handle escalations end-to-end and route to engineering and product when necessary.
Build and ship the scope boundary framework.
Stand up the knowledge base.
Establish SLA tracking and reporting.
Design and execute the BPO strategy.
Identify, evaluate, and onboard an outsourced support partner.
Manage quality, training, and escalation protocols for BPO partner.
Build the support model for Bastion's next major partnership launch.
Define support scope for new partnerships.
Capacity plan for projected volume for new partnerships.
Train the partner's support team for new launches.
Ensure Bastion's infrastructure is ready before go-live for new partnerships.
Optimize the balance between AI-automated resolution and human-handled support.
Build a voice-of-customer feedback loop.
Route product insights, documentation gaps, and recurring pain points to product and engineering.
Design support across partners with different structures.
Build a support framework flexible enough to work across different partner structures.
Keep Bastion's internal operations coherent.
Build volume projections using product data, industry benchmarks, and experience.
Design a support model that can flex with volume changes.
Deploy AI-powered tooling for issue resolution.
Create error code mappings, CS case taxonomies, and knowledge base content.
Learn quickly about financial services regulatory requirements.
Know when to loop in compliance.