Job Overview
Location
New York City
Job Type
Full-time
Category
Customer Support
Date Posted
July 21, 2026
Full Job Description
đź“‹ Description
- • 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.
- • 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.
- • 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.
- • 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.
- • While we have a preference for the role to be based in NYC, we are open to candidates working remotely throughout the US.
🎯 Requirements
- • 5+ years of experience in customer support or risk/compliance support
- • Experience in building and running a customer support or risk/compliance support team
- • Experience in working on disputes and complaints
- • Experience in managing a budget
- • Strong understanding of compliance requirements specific to payments and digital assets
- • Ability to learn quickly and adapt to new situations
- • Strong communication and problem-solving skills
- • Experience in working with internal teams and external partners
🏖️ Benefits
- • Competitive salary
- • Comprehensive benefits package
- • Opportunity to work with a dynamic and growing company
- • Collaborative and supportive work environment
- • Professional development opportunities
- • Flexible work arrangements
Skills & Technologies
See exactly how your profile matches this role — strengths, skill gaps, and what to do about them.
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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