Senior Manager, Customer Service Operations

Bastion • New York, NY

5d • $150,000 - $200,000 • Remote

About The Position

Bastion is seeking a Senior Manager, Customer Support Operations to establish and manage customer support for Bastion's enterprise partnerships. These partners include major consumer technology and financial services companies. A significant portion of the support volume for this role involves compliance-driven processes, requiring accuracy and a deep understanding of user needs beyond just quick responses. This is a hands-on role that requires the individual to actively resolve tickets, refine knowledge bases, and develop escalation paths. The role involves determining the optimal staffing model, whether through internal hires, a BPO partner, or a hybrid approach, and managing the associated budget. The Senior Manager will report to the Head of Product, ensuring customer feedback is integrated into product development. Collaboration with the internal team responsible for the support framework and technology stack is essential. The primary focus is on operational execution, identifying process inefficiencies, and solving problems proactively, even without a pre-existing playbook. Prior experience building customer support or risk/compliance teams, particularly with disputes and complaints, is highly valued. While the role has a preference for being based in NYC, remote work within the US is an option.

Requirements

• Experience building a customer support or risk/compliance support team.
• Experience working on disputes and complaints.
• Ability to get into tickets and start resolving real cases immediately.
• Ability to learn the product and compliance requirements deeply.
• Ability to audit existing documentation, ticket taxonomy, and resolution paths.
• Ability to form a point of view on scaling the support function based on firsthand experience.
• Ability to own support outcomes, SLAs, resolution quality, and escalation judgment.
• Ability to build and maintain a living knowledge base and case-handling documentation.
• Ability to establish an operating rhythm for tracking volume, surfacing patterns, and escalating issues.
• Ability to make a credible call on internal hires vs. a BPO partner within the first couple of months.
• Ability to build documentation that works for humans and AI.
• Willingness to stay close to actual tickets even as the org scales.

Nice To Haves

• Preference for the role to be based in NYC.

Responsibilities

• Build and run customer support for Bastion's enterprise partnerships.
• Resolve real customer support tickets, including compliance-driven flows, from day one.
• Refine the knowledge base and escalation paths.
• Determine the optimal staffing model (internal hires, BPO partner, or both).
• Manage the budget for the customer support function.
• Partner with the internal team building the support tech stack.
• Triage real cases, spot process breakdowns, and solve problems without a playbook.
• Own support outcomes, including SLAs, resolution quality, and escalation judgment.
• Build and maintain the knowledge base and case-handling documentation.
• Establish the operating rhythm for tracking volume, surfacing patterns, and escalating issues to product or compliance.
• Actively hire team members or onboard BPO partners.
• Train new team members or BPO partners and establish quality standards and escalation protocols.
• Build a playbook for onboarding this function into Bastion's next major partnership.
• Establish a structured way for ticket insights to influence product and engineering decisions.
• Stay hands-on with actual tickets even while scaling the organization.

Benefits

• Equal employment opportunities to all employees and applicants for employment.
• Prohibition of discrimination and harassment of any type.
• Participation in E-Verify to authorize eligibility of employment in the United States.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed