Head of Enterprise Customer Support Operations

Precision Labs; New York (NY); Hybrid; USD 120,000 - 180,000; Full time

Job summary

Bastion is seeking a Senior Manager, Customer Support Operations to design and run the support function for enterprise partnerships. The role is hands-on from day one, resolving tickets, shaping the knowledge base, and deciding on internal hires or a BPO partner as volume dictates.

You will report to the Head of Product and work with teams implementing the support stack to ensure customer voice is reflected in products.

Qualifications

• Proven track record building and leading customer support teams.
• Experience handling compliance-driven support flows.
• Ability to define escalation paths and scale operations.

Responsibilities

• Own SLAs, resolution quality, and escalation judgments.
• Build and maintain knowledge base and case-handling docs under real volume.
• Staffing, vendor evaluation, or both to scale the function.

Skills

Customer support leadership

Compliance knowledge

Vendor management

Budget ownership

Tools

Ticketing system

Knowledge base tools

Job description

Bastion is seeking a Senior Manager, Customer Support Operations to design and run the support function for enterprise partnerships. The role is hands-on from day one, resolving tickets, shaping the knowledge base, and deciding on internal hires or a BPO partner as volume dictates.

You will report to the Head of Product and work with teams implementing the support stack to ensure customer voice is reflected in products.