Senior Manager, Customer Service Operations at Bastion

<h1><strong>About Bastion</strong></h1><p style="min-height:1.5em">Bastion builds regulated financial infrastructure for modern businesses. Bastion's full stack product suite covers stablecoin issuance, custodial wallet infrastructure, and global asset conversion rails, with the flexibility to deploy individual capabilities or combine them end-to-end. </p><p style="min-height:1.5em">Bastion's regulated foundation underpins a compliance-first approach to risk management, ensuring the integrity and security of all financial activity within its systems. Bastion holds the appropriate licenses for its own operations, but can also act as a service provider, offering compliance and financial operations support under our customers’ licenses.</p><h1>Overview</h1><p style="min-height:1.5em">We're looking for a Senior Manager, Customer Support Operations to build and run customer support for Bastion's enterprise partnerships. Our partners include some of the largest consumer technology and financial services companies in the world. A meaningful share of the support volume this role owns is tied to compliance-driven flows, which requires precision and a real understanding of what's being asked by the end user, not just a fast reply.</p><p style="min-height:1.5em">This is a hands-on role from day one, and it stays that way even as you scale. Volume and complexity are real from the start. You'll be the person actually working tickets at the beginning, refining the knowledge base and escalation paths, and you'll also need to figure out quickly whether the answer is an internal hire, a BPO partner, or both. Getting the org right, fast, is as much the job as the casework itself. You will have budget ownership.</p><p style="min-height:1.5em">You'll report to our Head of Product, embedded to ensure the voice of the customer is heard while we build and improve our products. You will partner closely with the internal team already mapping our support framework and implementing our support stack. That team can stand up the tooling; what we need from you is someone who can run the operation once it exists — triaging real cases, spotting where the process breaks, and having enough pattern recognition from prior roles to solve problems without a playbook already written for you.</p><p style="min-height:1.5em">You have likely built a customer support or risk/compliance support team in the past, and it will helpful if you have worked on disputes and complaints.</p><p style="min-height:1.5em">While we have a preference for the role to be based in NYC, we are open to candidates working remotely throughout the US.</p><p style="min-height:1.5em"></p><h1><strong>Work to Be Done</strong></h1><p style="min-height:1.5em">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.</p><p style="min-height:1.5em">We are a startup, so the pace is fast and the specific work will change. People who thrive here are finding ways