Head of Customer Operations

Bastion

Head of Customer Operations leading partner support for a financial infrastructure product suite. Responsible for support model and operational efficiency in a rapidly changing startup environment.

Posted 5/15/2026full-timeNew York City • New York • 🇺🇸 United StatesLead💰 $175,000 - $250,000 per yearWebsite

About the role

Key responsibilities & impact

Build and lead customer support across Bastion's partner ecosystem
Define Bastion's support obligations
Design the support model and own the operational infrastructure
Manage partner escalations and support inquiries
Audit the current state of support and document key processes

Requirements

What you’ll need

Experience operating support at volume
Managed outsourced teams
Selected and implemented AI-powered CX tooling
Experience with different support models and expectations

Benefits

Comp & perks

Flexible work schedules
Unlimited paid vacation & holidays
Several holistic and balanced life benefits such as: comprehensive health coverage, life insurance, retirement benefits, paid parental leave, tax-advantaged accounts, One Medical, Spring health, and more.

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

AI-powered CX toolingsupport model designoperational infrastructure managementprocess documentationpartner escalation management

Soft Skills

leadershipcustomer support managementteam managementproblem-solvingcommunication