# Head of Customer Support

**Company:** [Bastion](https://hotfix.jobs/companies/bastion)
**Location:** Remote
**Role:** Customer Support
**Salary:** $175k – $250k/yr
**Skills:** Customer Support Operations, Bpo Management, Ai-Powered Cx Tooling, Sla Management, Knowledge Base Development, Escalation Handling, Support Strategy, Partner Operations, Support Automation
**Posted:** 2026-05-26

> Lead and scale customer support operations for a fintech infrastructure company serving major partners. Build support frameworks, manage BPO relationships, implement AI tooling, and own SLA performance across complex partner ecosystems.

## Job Description

## 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

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**Canonical:** https://hotfix.jobs/jobs/4ca5cb3b-2579-412e-967c-8e8606529e55