Senior Manager, Customer Service Operations

Bastion

Senior Manager for customer support operations at Bastion. Leading compliance-driven support for enterprise partnerships and managing operational outcomes.

Posted 7/20/2026full-timeNew York City • New York • 🇺🇸 United StatesSenior💰 $150,000 - $200,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in building and managing customer support teams with a focus on compliance-driven interactions. Proficient in analyzing ticket data to drive operational decisions and improve support outcomes.

Highest-signal resume keywords

Customer Support Team BuildingCompliance-Driven Customer InteractionsData Analysis for Operational DecisionsSupport Outcome ManagementTraining and Onboarding

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Ticket Data AnalysisSLA ManagementEscalation StrategiesDispute ResolutionComplaint Management

Soft Skills

CollaborationRelationship ManagementTraining Ability

Industry Keywords

ComplianceCustomer SupportOperational DecisionsBPO ManagementSupport Framework

About the role

Key responsibilities & impact

Build and run customer support for enterprise partnerships
Work hands-on with support tickets and develop knowledge base
Collaborate with internal teams on support framework and process improvements
Analyze case patterns and drive operational decisions
Manage relationship with BPO partners or internal hires as needed
Focus on compliance-driven support interactions alongside product and engineering teams

Requirements

What you’ll need

Prior experience building a customer support or risk/compliance support team
Experience with disputes and complaints
Understanding of compliance-driven customer interactions
Ability to analyze ticket data for operational decisions
Capacity to manage support outcomes, SLAs, and escalation strategies
Ability to train and onboard new team members or partners

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.