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escalation management outsourcing knowledge base bpo sla management📋 Description
- Build and lead customer support across Bastion's partner ecosystem.
- Define support obligations and design Bastion's support model.
- Own operational infrastructure for partner support and escalations.
- Hands-on early: handle escalations and document processes.
- Select and implement AI-powered CX tooling; manage outsourced teams.
- Prefer NYC base but open to remote US candidates.
🎯 Requirements
- Extensive experience leading customer operations and support.
- Experience managing outsourced teams and BPO partnerships.
- Proven track record implementing AI-powered CX tooling.
- Strong knowledge of MSAs/SLAs and contractual obligations.
- Experience building and maintaining knowledge bases.
- Ability to scale support across partnerships and SLAs.
- Excellent cross-functional communication and leadership.
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