Head of Customer Operations

Bastion Technologies Inc.

Job Overview

Location

New York City

Job Type

Full-time

Full Job Description

📋 Description

• Lead the end-to-end customer operations function for Bastion’s partner ecosystem, ensuring fast, accurate, and scalable support for millions of end users across global financial technology partners
• Directly handle partner escalations during the first 30 days, gaining deep product proficiency to diagnose and resolve issues without reliance on engineering or product teams
• Audit existing support documentation, escalation workflows, and scope boundaries to identify gaps in clarity, process, and ownership between Bastion and its partners
• Review and interpret contractual support obligations (MSAs, SLAs) across all active partnerships to align operational deliverables with legal commitments
• Evaluate and implement AI-powered customer experience tooling designed for Tier 0 and Tier 1 triage, prioritizing platforms that learn from internal knowledge bases and automate repetitive tasks
• Build a comprehensive knowledge base structured for human agents, BPO vendors, and AI systems, including resolution paths, error code mappings, and case taxonomies
• Define and ship a scope boundary framework that clearly delineates what support responsibilities belong to Bastion versus each partner, and enforce consistent escalation behavior
• Establish SLA tracking mechanisms to measure first response time, resolution time, and escalation rates, using data to pinpoint process breakdowns and optimize efficiency
• Design and execute a BPO strategy: identify, evaluate, and onboard an outsourced vendor to handle Tier 1 volume while maintaining quality control, training standards, and escalation protocols
• Create scalable support models for new partnership launches, including capacity planning based on product data and industry benchmarks, training partner teams, and pre-launch infrastructure readiness
• Optimize the balance between AI automation and human intervention, ensuring white-glove service quality at scale without over-relying on manual resolution for routine issues
• Build and operationalize a voice-of-customer feedback loop that systematically routes product insights, documentation gaps, and recurring pain points to product and engineering teams
• Adapt support workflows to accommodate diverse partner structures — from email-only communication to Slack-integrated teams — while maintaining coherent internal operations
• Project support volume for new financial features despite uncertain forecasts, using historical trends, product usage data, and industry benchmarks to design flexible capacity models
• Navigate regulatory complexities tied to payments and digital assets, knowing when to escalate to compliance teams while quickly learning relevant frameworks
• Create documentation that serves four distinct audiences: internal Bastion staff, outsourced BPO teams, AI agents, and partner support teams, each requiring different levels of technical depth and structure
• Maintain compliance with financial regulations and Bastion’s licensing requirements while supporting customer interactions involving sensitive financial data
• Ensure all support operations align with Bastion’s compliance-first approach to risk management and regulatory integrity

🎯 Requirements

• Proven experience leading customer support operations at scale for enterprise-level B2B financial technology or regulated services
• Demonstrated success in selecting, implementing, and managing AI-powered CX tools to automate Tier 0 and Tier 1 support
• Experience managing outsourced (BPO) support teams and designing quality assurance, training, and escalation protocols
• Strong ability to interpret and operationalize contractual SLAs and MSAs in a regulated financial environment
• History of building scalable knowledge bases used by humans, AI systems, and external vendors
• Ability to navigate ambiguous scope boundaries between vendor and partner support responsibilities

🏖️ Benefits

• Opportunity to shape customer operations for a regulated financial infrastructure platform used by top global tech and finance firms
• Flexibility to work remotely anywhere in the United States, with preference for NYC-based candidates
• Direct impact on product development through structured voice-of-customer feedback loops
• Exposure to cutting-edge AI tooling in a high-growth fintech startup environment

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Bastion Technologies Inc.

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About Bastion Technologies Inc.

Bastion provides a unified application security platform that combines smart-contract audits, on-chain monitoring, and real-time threat response for web3 teams. Its cloud-native stack automates scanning of Solidity, Rust, and Move codebases, detects live attacks, and triggers playbooks to pause contracts, alert stakeholders, and coordinate incident response. The company serves DeFi protocols, NFT marketplaces, and blockchain infrastructure providers, integrating with GitHub, Slack, PagerDuty, and major EVM chains to reduce exploit windows and recovery costs.

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