- 経験
- どれでも
- 給料
- USD 150,000 – USD 200,000 / year
- 求人情報
- 1
- 投稿済み
- 17時間前
- 作業モード
- 在宅勤務
- 再開する
- 応募必須
仕事内容
About Bastion
Bastion develops regulated financial infrastructure tailored for contemporary enterprises. Its comprehensive product suite enables stablecoin issuance, custodial wallet services, and global asset conversion, deployable individually or collectively. The company emphasizes compliance-first risk management to safeguard the integrity and security of all financial interactions under its purview. Bastion operates under appropriate licenses and also extends compliance and operational support services to customers under their respective licenses.
Role Overview
We seek a Senior Manager to lead and manage Bastion's customer support operations serving enterprise partnerships, including major consumer technology and financial services companies globally. This role requires precise handling of compliance-related support requests, demanding a deep understanding of user needs beyond swift responses.
This is a highly hands-on position from inception, involving direct ticket management, knowledge base refinement, establishing escalation routes, and strategizing staffing solutions — whether internal, outsourced, or hybrid. You will hold budgetary responsibility and report to the Head of Product, acting as the voice of customers to inform product enhancements. Close collaboration with internal teams responsible for the support infrastructure is essential, ensuring smooth operations, identification of process failures, and problem-solving without predetermined guides.
Key Responsibilities and Milestones
- Within the first 30 days, directly handle support tickets, analyze existing processes, and form initial staffing and scaling strategies.
- By 90 days, take full ownership of support operations, maintain knowledge resources, track service metrics, and begin recruiting or coordinating outsourcing.
- By 180 days, manage and train your team or partner, stay engaged with active casework, develop onboarding playbooks for new partnerships, and collaborate closely with product and engineering teams to drive improvements based on support insights.
Challenges to Anticipate
- Performing frontline support tasks immediately while concurrently designing support systems.
- Managing compliance-related support channels with regulatory implications involving payments and digital assets.
- Scaling the support function swiftly and making informed staffing decisions based on real-time data.
- Creating a knowledge base usable by staff and AI tools alike.
- Remaining actively involved in support tickets even as the team grows.
Equal Opportunity and Legal Information
Bastion is an equal opportunity employer committed to non-discrimination and prohibits harassment on various protected grounds. The company complies with all applicable employment laws including participation in E-Verify for employment eligibility verification in the United States.
Compensation
The total remuneration for this role ranges from $150,000 to $200,000 annually.