Related skills
documentation partnerships customer service outsourcing bpo📋 Description
- Build and lead Bastion's partner customer support operations.
- Define support obligations and operating model per partnership.
- Own partner escalations and document processes for scale.
- Lead AI-powered CX tooling selection and rollout.
- Manage outsourced teams and SLA performance.
- Collaborate with product/engineering to feed feedback loops.
🎯 Requirements
- Experience leading high-volume customer support and outsourcing teams.
- Ability to diagnose partner escalations and build scalable processes.
- Experience selecting and implementing AI-powered CX tools.
- Strong understanding of MSAs and SLAs in partnerships.
- Comfortable operating in fast-paced startup environments.
- Excellent written and verbal communication with cross-functional teams.
🎁 Benefits
- Remote-friendly role across the US.
- High-growth startup environment with impact.
- Work with AI-powered CX tooling and knowledge base.
- Collaborative leadership opportunity shaping Bastion's support strategy.
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