Senior Manager, Customer Support Ops — Scale & Compliance

Bastion; New York (NY); On-site; USD 150,000 - 210,000; Full time

Job summary

Bastion is seeking a Senior Manager, Customer Support Operations to build and run the customer support function for enterprise partnerships in the US, with preference for NYC but remote work is allowed nationwide. You will triage real cases, refine knowledge bases, and decide between internal hires or BPO partners while owning the operation from day one.

This hands-on role requires scaling support, shaping processes, and partnering with product and compliance to ensure accurate, compliant

Qualifications

• Built a customer support or risk/compliance team previously.
• Experience handling disputes and complaints.
• Hands-on in fast-paced startup environments.
• Able to decide between internal hires and a BPO partner, based on data.

Responsibilities

• Own end-to-end customer support operations for Bastion's enterprise partnerships.
• Maintain SLAs, resolution quality, and escalation judgments.
• Develop and maintain the knowledge base and case handling docs.
• Set operating rhythm for volume tracking and pattern surfacing.
• Hire first team member or evaluate BPO partners as needed.

Skills

People management

Customer support ops

Budget ownership

Disputes & complaints

Staffing & hiring

Knowledge base

Escalation management

Job description

Bastion is seeking a Senior Manager, Customer Support Operations to build and run the customer support function for enterprise partnerships in the US, with preference for NYC but remote work is allowed nationwide. You will triage real cases, refine knowledge bases, and decide between internal hires or BPO partners while owning the operation from day one.

This hands-on role requires scaling support, shaping processes, and partnering with product and compliance to ensure accurate, compliant