Bastion - Customer Operations Lead

• You are the primary point of contact for partner support, handling escalations end-to-end and routing to other teams only when genuinely necessary • Build and ship a decision framework that clearly defines what's in Bastion's scope vs. partner scope — and use it to hold partner teams accountable to appropriate escalation behavior • Stand up the knowledge base: document resolution paths for the top issue types, create internal troubleshooting guides, and structure all of it so it feeds directly into the AI-powered support tools you're implementing — the quality of AI-assisted support is directly a function of how well this knowledge base is built • Identify which escalation patterns are automatable and begin deploying AI-assisted triage using the tools you've selected — your goal is to stop doing manually what a well-configured system could handle, so you can spend your time on the issues that actually require human judgment • Establish SLA tracking and reporting — measure first response time, resolution time, and escalation rates, and use data to identify where the process breaks • Partner with product and engineering to formalize the escalation path for technical issues, reducing back-and-forth and improving resolution speed • Partners experience consistent, timely support with clear SLAs being met • A functioning knowledge base that reduces repeat escalations and enables AI-assisted triage • The scope boundary framework is documented, socialized with partners, and actively enforced • Design and begin executing a BPO strategy — identify, evaluate, and onboard an outsourced support partner to handle Tier 1 volume, with you managing quality, training, and escalation protocols • Train the BPO team (or partner support staff) using the knowledge base and decision frameworks you've built — you're the person who sets the standard and ensures it's maintained • Expand support coverage and capacity to meet contractual SLA requirements across time zones, including planning for non-US business hours • Build a voice-of-customer feedback loop that routes product insights, documentation gaps, and recurring pain points to product and engineering in a structured, actionable format • Measure and optimize the balance between AI-automated resolution and human-handled support — your north star is white-glove quality at scale, not just deflection rate • Support volume is shared between AI-powered automation, a BPO partner, and your direct handling of complex escalations — each layer doing what it's best at • SLAs are consistently met across all coverage windows • Product and engineering teams cite your feedback loop as a meaningful input to their prioritization • Some challenges you might tackle • Managing an evolving escalation dynamic: Your partner's support teams may escalate everything — including issues that are clearly outside Bastion's scope. You'll need to build the framework and the relationship to push back constructively while maintaining a strong partnership • Managing an evolving escalation dynamic • Building a knowledge base in a fast-moving product environment: The product is evolving quickly, and documentation will be a moving target. You'll need to create systems that stay current and are structured well enough to power AI-assisted support • Building a knowledge base in a fast-moving product environment • Bridging the gap between support and engineering: Technical escalations need to be crisp and well-documented so engineering can resolve them quickly. You'll design the handoff process and hold both sides to it • Bridging the gap between support and engineering • Balancing automation and white-glove service: Many partner escalations will be routine — the same issue types, the same scope misunderstandings, the same questions you've already documented. The right response is asking "why is a human still doing this?" and building the AI-powered layer that resolves it automatically next time. But you also need the judgment to know which interactions demand a human touch — the ones where nuance, relationship, and context matter more than speed • Balancing automation and white-glove service • Navigating financial services regulatory requirements: Some customer issues will touch on regulatory frameworks specific to payments and digital assets. You don't need to be a regulatory expert on day one, but you'll need to learn quickly and know when to loop in compliance • Navigating financial services regulatory requirements