Head of Customer Support

Work to Be Done

First 30 days: Learn the product, understand the partner landscape, and start handling support

• Get hands-on with Bastion's platform — understand the product deeply enough to diagnose and triage partner issues without relying on others for every question
• Begin handling partner escalations directly, working alongside team members currently managing support to absorb context and build relationships with partner teams
• Audit the current state of support: what's documented, what's not, where issues get stuck, what patterns emerge in escalations, and where the boundary between Bastion's scope and partner scope is unclear
• Review Bastion's contractual support obligations (MSAs, SLAs) across existing partnerships to understand what we're committed to and where there are gaps
• Evaluate the support tooling landscape — with a strong bias toward AI-first platforms that can learn from your knowledge base and automate Tier 0/Tier 1 triage over time

Outcomes

• You are fielding partner escalations and resolving straightforward issues independently
• A clear map of recurring issue types, resolution paths, scope boundary gaps, and volume patterns
• An initial assessment of support capacity needs based on current and projected partner volume

By 90 days: Own the support function and build the operating system

• You are the primary point of contact for partner support, handling escalations end-to-end and routing to engineering and product only when genuinely necessary
• Build and ship the scope boundary framework — a clear, documented decision model that defines what's in Bastion's scope vs. partner scope for each partnership, and use it to hold partner teams accountable to appropriate escalation behavior
• Stand up the knowledge base: document resolution paths for the top issue types, create internal troubleshooting guides, and structure all of it for both human and AI consumption
• Establish SLA tracking and reporting — measure first response time, resolution time, and escalation rates, and use data to identify where the process breaks

Outcomes

• Partners experience consistent, timely support with clear SLAs being met
• A functioning knowledge base that reduces repeat escalations and enables AI-assisted triage

By 180 days: Scale support across partnerships

• Design and execute the BPO strategy — identify, evaluate, and onboard an outsourced support partner to handle Tier 1 volume, with you managing quality, training, and escalation protocols
• Build the support model for Bastion's next major partnership launch — you'll need to define support scope, capacity plan for projected volume, train the partner's support team, and ensure Bastion's infrastructure is ready before go-live
• Optimize the balance between AI-automated resolution and human-handled support — your north star is white-glove quality at scale, not just deflection rate
• Build a voice-of-customer feedback loop that routes product insights, documentation gaps, and recurring pain points to product and engineering in a structured, actionable format

Outcomes

• Support volume is distributed across AI-powered automation, a BPO partner, and your direct handling of complex escalations — each layer doing what it's best at
• SLAs are consistently met across all coverage windows and partnerships
• A repeatable playbook exists for onboarding new partners into Bastion's support model
• Product and engineering teams cite your feedback loop as a meaningful input to their prioritization

Some challenges you might tackle

• Designing support across partners with very different structures
• Capacity planning when volume is unknown
• Balancing automation and white-glove service
• Building documentation that scales across audiences
• Navigating financial services regulatory requirements