Senior Manager of Customer Service Operations

Join Bastion, a leading company in the consumer technology and financial services industry, as a Senior Manager of Customer Service Operations. In this hands-on role, you will build and run customer support for our enterprise partnerships, ensuring compliance-driven flows are handled with precision. You will have budget ownership, report to the Head of Product, and partner closely with the internal team to implement our support stack. Your first 30 days will involve getting into the tickets, learning the product, and auditing existing documentation. By 90 days, you will own the function end-to-end and start scaling it. By 180 days, you will run the team or partnership you built while staying hands-on with the work.

• Construire et gérer le support client pour les partenariats d'entreprise de Bastion, en assurant la précision et la compréhension des flux liés à la conformité.
• Travailler directement sur les tickets de support, affiner la base de connaissances et les chemins d'escalade, et déterminer rapidement si la réponse provient d'un employé interne, d'un partenaire BPO ou des deux.
• Posséder le budget et être responsable des résultats du support, y compris les SLA, la qualité de la résolution et le jugement d'escalade.
• 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