Senior Manager of Customer Service Operations

About this role

• 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
• First 30 days: Get into the tickets and start scoping how this scales
• 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 bu...