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Customer Operations Lead at Bastion | New York City

BastionNew York City
On-site Full-time

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Experience Level

Experience

Qualifications

QualificationsProven experience in customer support or operations, ideally within the fintech or blockchain sector. Strong problem-solving capabilities and technical acumen. Experience with automation workflows and AI support tools. Exceptional communication skills, both verbal and written. Proficiency in project management, process optimization, and team collaboration. A proactive mindset with a focus on continuous improvement.

About the job

Bastion builds technology for financial institutions and enterprises to issue regulated stablecoins, manage reserves, and support digital finance operations. The platform combines stablecoin issuance, secure custody, and orchestration for cross-border payments, on/off-ramps, and conversions. Bastion’s APIs help businesses develop and expand stablecoin networks while meeting compliance requirements and growing revenue.

For more details about Bastion’s mission and team culture, see the Guide for Candidates.

Role overview

The Customer Operations Lead acts as the primary support contact for Bastion’s partners, especially during a major integration. This position manages daily escalations, triages technical issues, and works closely with engineering, product, finance operations, and compliance teams to resolve challenges. Building scalable processes, developing a knowledge base, and introducing tools for efficient support are central to this role.

What you will do

  • Respond to partner inquiries and handle escalation workflows directly, not just through documentation or delegation.
  • Define and update the scope of support as the partner network expands.
  • Create sustainable processes and resources to support partners at scale.
  • Develop and manage the BPO approach as inquiry volume grows, maintaining high service standards.
  • Select, implement, and optimize AI-powered support tools, such as knowledge bases for AI agents and automated triage systems, to improve efficiency without adding headcount.
  • Regularly assess and enhance support tools and workflows for performance and effectiveness.
  • Work cross-functionally from day one, collaborating with engineering on technical issues, product on documentation, and compliance on regulatory processes.

Requirements

  • Experience with automation workflows, AI tools, or platforms like Claude Code is a strong plus.
  • Skill in identifying and removing repetitive manual tasks through smart tool selection and process design.
  • Good judgment in choosing when to automate and when a personal approach is needed.
  • Comfort working across teams and disciplines to resolve partner issues quickly and accurately.

Location

This position is based in New York City.

About Bastion

At Bastion, we transform the way financial institutions and enterprises interact with stablecoins. Our cutting-edge platform provides a comprehensive suite of tools for issuing regulated stablecoins, ensuring asset security, and facilitating efficient cross-border transactions. Join us in shaping the future of finance.

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