# Senior Manager, Customer Service Operations

**Company:** [Bastion](https://hotfix.jobs/companies/bastion)
**Location:** Remote
**Role:** Customer Success
**Salary:** $150k – $200k/yr
**Experience:** 5+ years
**Skills:** customer support operations, compliance support, knowledge base management, sla management, ticket triage, bpo management, process auditing, stakeholder collaboration
**Posted:** 2026-07-20

> Senior Manager building and running hands-on customer support operations for enterprise partnerships at a regulated fintech company. Owns compliance-driven support flows, scales the function via hires or BPO partners, maintains knowledge bases, and ensures customer insights reach product teams while staying actively engaged in casework.

## Job Description

## 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

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**Apply:** https://hotfix.jobs/jobs/de79ee2e-542b-499c-bd0a-83c7e12a6bb3
**Canonical:** https://hotfix.jobs/jobs/de79ee2e-542b-499c-bd0a-83c7e12a6bb3