💼 About This Role

You'll build and lead customer support across Bastion's partner ecosystem, working with top consumer tech and financial services companies. You'll define support obligations, design the support model, and own the operational infrastructure, leveraging AI-powered tooling to scale efficiently.

🎯 What You'll Do

• Handle partner escalations and resolve issues end-to-end
• Build and maintain knowledge base and support documentation
• Establish SLA tracking, reporting, and performance metrics
• Design and execute BPO strategy for outsourced Tier 1 support

📋 Requirements

• Operated customer support at scale in a high-volume environment
• Managed outsourced support teams and BPO relationships
• Selected and implemented AI-powered CX tooling
• Built support models for complex partnerships with different structures

✨ Nice to Have

• Experience with financial services or regulated industries
• Familiarity with stablecoin or blockchain infrastructure
• Background in startup environments with fast iteration

🎁 Benefits & Perks

• 💰 Competitive salary with equity
• 🏥 Health insurance (medical, dental, vision)
• 🏖️ Flexible PTO policy
• 🏢 Remote work option within US

📨 Hiring Process

Estimated timeline: 2-3 weeks · AI estimate

1. 1Recruiter Screen· 30 min
2. 2Hiring Manager Interview· 45 min
3. 3Team Interview· 60 min