Senior Manager, Customer Service Operations

About this role

# About Bastion

Bastion provides the regulated infrastructure businesses need to hold, move, and issue stablecoins. Our platform combines custodial wallets, global payment orchestration, and stablecoin issuance. Customers can use each product independently or connect them into a single end-to-end flow.

We operate through our own regulated entities, with compliance and risk controls built directly into the platform. We can also support customers operating under their own licenses with the compliance and financial operations required to run their programs.

# Overview

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...