Bastion
Senior Manager, Customer Service Operations
New York City · Senior
Sponsorship not specifiedDetected 2 days ago
RailsFull-Stack DevelopmentCustomer Support
About the role
- 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.
- Getting the org right, fast, is as much the job as the casework itself.
Responsibilities
- Bastion builds regulated financial infrastructure for modern businesses.
- 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
- 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
- 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
- Support runs reliably against SLAs with you as the operational backbone
Company info
- While we have a preference for the role to be based in NYC, we are open to candidates working remotely throughout the US.
- We are a startup, so the pace is fast and the specific work will change.
- 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.
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This listing is sourced directly from Bastion's careers page and normalized into a canonical job model.