Senior Manager, Customer Service Operations

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 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. WORK TO BE DONE 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. 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 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 BY 90 DAYS: OWN THE FUNCTION END-TO-END — AND HAVE STARTED SCALING IT - Be the primary owner of support outcomes — SLAs, resolution quality, and escalation ju…