Head of Customer Operations

Job Summary

To build and lead customer support across a partner ecosystem, the full-time remote Head of Customer Operations will manage partner escalations, define support obligations, and design operational infrastructure to ensure a fast and scalable support experience for users of Bastion-powered features.

Key responsibilities

• Field partner escalations and manage the support function end-to-end, ensuring timely resolutions
• Develop and implement a knowledge base and support framework that documents resolution paths and establishes clear boundaries between Bastion's and partners' responsibilities
• Design and execute a strategy for scaling support operations, including onboarding outsourced support partners and optimizing AI-powered tools

Required qualifications

• Proven experience managing customer support operations at scale, preferably in a technology or financial services environment
• Strong understanding of AI-powered customer experience tools and their implementation
• Experience in building and maintaining operational frameworks and documentation for support functions
• Ability to navigate complex partner ecosystems and regulatory requirements in financial services
• Demonstrated success in capacity planning and managing outsourced teams effectively