Description
Bastion is seeking a Customer Operations Lead to serve as the primary support contact for their partners, particularly focusing on high-profile integrations. The role involves daily responses to partner escalations, triaging technical issues, and collaborating with various internal teams such as engineering, product, finops, and compliance to resolve problems. Additionally, the lead will develop processes, a knowledge base, and tooling to ensure scalability and sustainability of support operations. This is an active role requiring individuals to perform tasks firsthand, including managing escalation workflows and determining what falls within the company's scope versus the partner's. A significant aspect of the role is leveraging AI-powered support tools, including knowledge bases for AI agents, automated triage, and optimized delivery of white-glove service at scale. Experience with automation workflows, AI tooling, or tools like Claude Code is advantageous. The successful candidate must possess strong judgment regarding where automation is suitable and where human intervention is essential.
