Head of Customer Support

Location

New York City; US Remote

Full time

Remote

GTM

• $175K - $250K - Offers Equity

Actual compensation is unique to each candidate and based on a variety of factors such as skill set, experience, and specific work location. Salary is one part of Bastion’s total compensation and benefits package.

We are proud to present to all employees a generous equity offering and additional benefits including:

• Flexible work schedules
• Unlimited paid vacation & holidays
• Several holistic and balanced life benefits such as comprehensive health coverage, life insurance, retirement benefits, paid parental leave, tax‑advantaged accounts, One Medical, Spring health, and more.

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.

Instead of a list of requirements, we want to give you a directional look into the first 30, 90, and 180 days on the job.

We are a startup, so the pace is fast and the specific work will change. People who thrive here are finding ways to contribute in their first week, and fully productive in their third month. You need to be okay with that.

If you think this is something you can handle, we will be excited to speak with you.

• Get hands-on with Bastion's platform - understand the product deeply enough to diagnose and triage partner issues without relying on others for every question
• Begin handling partner escalations directly, working alongside team members currently managing support to absorb context and build relationships with partner teams
• Audit the current state of support: what's documented, what's not, where issues get stuck, what patterns emerge in escalations, and where the boundary between Bastion's scope and partner scope is unclear
• Review Bastion's contractual support obligations (MSAs, SLAs) across existing partnerships to understand what we're committed to and where there are gaps
• Evaluate the support tooling landscape - with a strong bias toward AI-first platforms that can learn from your knowledge base and automate Tier 0/Tier 1 triage over time
• Outcomes
  • You are fielding partner escalations and resolving straightforward issues independently
  • A clear map of recurring issue types, resolution…