Head of Customer Support

Bastion

Head of Customer Support managing customer service operations across partners in the fintech sector. Leading support strategies with a focus on AI-powered tooling and compliance frameworks.

Posted 5/27/2026full-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
Handle partner escalations and resolve issues independently
Define support obligations and design support models
Audit current state of support and optimize processes
Collaborate with internal teams and establish a knowledge base
Design and execute BPO strategy for support volume management
Build feedback loops for product insights to improve customer support.

Requirements

What you’ll need

Experience operating customer support at volume
Experience managing outsourced teams
Experience selecting and implementing AI-powered CX tooling
Deep understanding of partner ecosystems
Strong ability to define support models and obligations
Knowledge of compliance and regulatory frameworks in financial services.

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

customer supportsupport modelsAI-powered CX toolingprocess optimizationBPO strategyvolume management

Soft Skills

leadershipproblem-solvingcollaborationcommunicationfeedback management