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. You need to be okay with that.

If you think this is something you can handle, we will be excited to speak with you.

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, rather than shadowing for weeks before touching anything

Learn the product and the underlying compliance requirements deeply enough to diagnose issues without escalating every ambiguous case

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 to understand what tooling is coming online and how it will change your workflow

Start forming a real point of view on how this function needs to scale — internal hires, a BPO partner, or both — based on the volume and complexity you’re seeing firsthand

Outcomes

You are personally resolving a meaningful share of support volume, unaided

A clear, written map of issue types, current resolution paths, and where the process breaks down today

An 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 all run through you

Build and maintain the knowledge base and case-handling documentation so it holds up under real volume, not just as a reference doc

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 you scoped in month one — you should be actively hiring your first team member, evaluating BPO partners, or both, depending on what the volume actually demands

Outcomes

Support runs reliably against SLAs with you as the operational backbone

A living knowledge base that reflects real cases and real edge cases, not hypothetical ones

Concrete progress against your staffing plan — an offer out, a BPO partner onboarding, or both

By 180 days: Run the team or partnership you built — and stay in the work
Whether you’ve hired directly, onboarded a BPO partner, or both, you’re running that operation now — training, quality standards, and escalation protocols all trace back to you

Stay hands-on yourself so the standards you’ve built don’t dilute the moment someone else is doing the work

Build the playbook for onboarding this function into Bastion’s next major partnership, based on patterns from what you’ve already run

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 alongside them

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: You’ll be resolving tickets yourself in week one, at real volume. The frameworks and documentation you build will come from having actually done the work, not from theorizing about it in advance

Compliance-driven flows with real consequences: A meaningful portion of support volume touches regulatory requirements specific to payments and digital assets. You don’t need to be a compliance expert on day one, but 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, and you won’t have the luxury of a slow build-up to a staffing decision. 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 you generate yourself

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 you bring on, and AI-powered tooling the internal team is implementing. It has to hold up for all three

Staying in the work as you scale: Many people at this level default to stepping back once they have a report or a vendor. This role expects the opposite — you stay close to the actual tickets even as you build out the org around you