💼 About This Role

You'll be the front line of support for Bastion's partners, triaging technical issues and working with engineering, product, finops, and compliance to resolve them. You'll build processes, knowledge base, and AI-powered support tooling to make support sustainable and scalable. This role involves hands-on escalation management and designing a BPO strategy for growth.

🎯 What You'll Do

• Handle partner escalations and triage technical issues daily
• Build and maintain knowledge base for common resolution paths
• Select and implement AI-powered support tools and automation
• Design and manage BPO strategy to scale support operations

📋 Requirements

• Experience with customer support or operations in a technical environment
• Ability to diagnose and triage technical issues without relying on engineering
• Experience with AI tooling or automation workflows is a strong plus
• Proven ability to build processes and scale operations from scratch

✨ Nice to Have

• Experience with Claude Code or similar AI tools
• Familiarity with crypto/stablecoin or fintech industry
• Experience managing BPO vendors or outsourced teams

🎁 Benefits & Perks

• 💰 Competitive salary ($120K-$160K) + equity
• 🏖️ Flexible hybrid work in NYC
• 📈 Growth opportunities at an early-stage fintech

📨 Hiring Process

Estimated timeline: 2-4 weeks · AI estimate

1. 1Recruiter Screen· 30 min
2. 2Hiring Manager Interview· 60 min
3. 3Technical/Operational Assessment· 60 min