Senior Manager, Customer Service Operations

Senior Manager, Customer Support Operations

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 Senior Manager, Customer Support Operations to build and run customer support for Bastion's enterprise partnerships. Our partners include some of the largest consumer technology and financial services companies in the world. A meaningful share of the support volume this role owns is tied to compliance-driven flows, which requires precision and a real understanding of what's being asked by the end user, not just a fast reply.

This is a hands-on role from day one, and it stays that way even as you scale. Volume and complexity are real from the start. You'll be the person actually working tickets at the beginning, refining the knowledge base and escalation paths, and you'll also need to figure out quickly whether the answer is an internal hire, a BPO partner, or both.

Getting the org right, fast, is as much the job as the casework itself. You will have budget ownership.

You'll report to our Head of Product, embedded to ensure the voice of the customer is heard while we build and improve our products. You will partner closely with the internal team already mapping our support framework and implementing our support stack. That team can stand up the tooling; what we need from you is someone who can run the operation once it exists — triaging real cases, spotting where the process breaks, and having enough pattern recognition from prior roles to solve problems without a playbook already written for you.

You have likely built a customer support or risk/compliance support team in the past, and it will helpful if you have worked on disputes and complaints.

While we have a preference for the role to be based in NYC, we are open to candidates working remotely throughout the US.

• 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

• Outcomes

  • You are personally resolving a meaningful share of support volume, unaided

  • A clear, written map of issue types, current resolution paths, and where the process breaks down today

  • An initial recommendation on how to staff the function, grounded in real ticket data

• 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

• Outcomes

  • Support runs reliably against SLAs…