Senior Manager, Customer Service Operations

Work to Be Done

Instead of a list of requirements, we want to give you a directional look into the first 30, 90, and 180 days on the job.

We are a startup, so the pace is fast and the specific work will change. People who thrive here are finding ways to contribute in their first week, and fully productive in their third month.

First 30 days:

• Get into the tickets and start scoping how this scales
• Get hands-on with the support queue immediately — start resolving real cases, including compliance-driven flows
• Learn the product and the underlying compliance requirements deeply enough to diagnose issues
• Audit what exists: current documentation, ticket taxonomy, resolution paths, where cases get stuck, and where volume is coming from
• Partner with the internal team building the support tech stack
• Start forming a real point of view on how this function needs to scale — internal hires, a BPO partner, or both

Outcomes

• Personally resolving a meaningful share of support volume
• Clear, written map of issue types, current resolution paths, and where the process breaks down
• Initial recommendation on how to staff the function, grounded in real ticket data

By 90 days:

• Own the function end-to-end — and have started scaling it
• Be the primary owner of support outcomes — SLAs, resolution quality, and escalation judgment
• Build and maintain the knowledge base and case-handling documentation
• Establish the operating rhythm: how volume gets tracked, how patterns get surfaced, how you decide what needs to go back to product or compliance
• Move on the staffing call — actively hiring your first team member, evaluating BPO partners, or both

Outcomes

• Support runs reliably against SLAs
• A living knowledge base that reflects real cases and real edge cases
• Concrete progress against your staffing plan

By 180 days:

• Run the team or partnership you built — and stay in the work
• Stay hands-on yourself so the standards you've built don't dilute
• Build the playbook for onboarding this function into Bastion's next major partnership
• Close the loop with product and engineering — a structured way for what you're seeing in tickets to actually change what gets built

Outcomes

• A functioning team or partner relationship where you're still doing real casework
• A repeatable onboarding playbook for extending support to new partnerships

Some challenges you might tackle

• Doing the work before you get to design the system: resolving tickets yourself in week one, at real volume. The frameworks and documentation you build will come from having actually done the work.
• Compliance-driven flows with real consequences: A meaningful portion of support volume touches regulatory requirements specific to payments and digital assets. You'll need to learn fast and know exactly when to loop in the right people.
• Scaling fast without guessing: Volume is real from the start. You'll need to make a credible call on internal hires vs. a BPO partner within your first couple of months, based on the ticket data.
• Building documentation that works for humans and AI: The knowledge base and case taxonomy you create will be used by you, any teammates or BPO agents, and AI-powered tooling.
• Staying in the work as you scale: This role expects you stay close to the actual tickets even as you build out the org around you.

Requirements

• Built a customer support or risk/compliance support team in the past
• Experience with disputes and complaints is helpful
• Comfortable with hands-on ticket resolution from day one in a fast-paced startup environment
• Strong pattern recognition to solve problems without a pre-written playbook
• Ability to learn product and compliance requirements quickly
• Budget ownership experience