Head of Customer Operations

Bastion

Head of Customer Operations at Bastion, leading customer support for financial services partners. Overseeing operations and scaling support across partnerships.

Posted 5/25/2026full-timeRemote • 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 support obligations across partnerships
Field partner escalations and learn deeply about the product
Audit support state and evaluate support tooling landscape
Own support function and build operating system
Design and execute BPO strategy for Tier 1 volume

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
Deep understanding of financial products
Ability to build documentation and frameworks

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 modelsdocumentationframeworks

Soft Skills

leadershipcommunicationorganizational