• Get hands-on with Bastion's platform — understand the product deeply enough to diagnose and triage partner issues without relying on others for every question

• Begin handling partner escalations directly, working alongside team members currently managing support to absorb context and build relationships with partner teams

• Audit the current state of support: what's documented, what's not, where issues get stuck, what patterns emerge in escalations, and where the boundary between Bastion's scope and partner scope is unclear

• Review Bastion's contractual support obligations (MSAs, SLAs) across existing partnerships to understand what we're committed to and where there are gaps

• Evaluate the support tooling landscape — with a strong bias toward AI-first platforms that can learn from your knowledge base and automate Tier 0/Tier 1 triage over time

• Outcomes

• You are fielding partner escalations and resolving straightforward issues independently

• A clear map of recurring issue types, resolution paths, scope boundary gaps, and volume patterns

• An initial assessment of support capacity needs based on current and projected partner volume

By 90 days: Own the support function and build the operating system

• You are the primary point of contact for partner support, handling escalations end-to-end and routing to engineering and product only when genuinely necessary

• Build and ship the scope boundary framework — a clear, documented decision model that defines what's in Bastion's scope vs. partner scope for each partnership, and use it to hold partner teams accountable to appropriate escalation behavior

• Stand up the knowledge base: document resolution paths for the top issue types, create internal troubleshooting guides, and structure all of it for both human and AI consumption

• Establish SLA tracking and reporting — measure first response time, resolution time, and escalation rates, and use data to identify where the process breaks

• Outcomes

• Partners experience consistent, timely support with clear SLAs being met

• A functioning knowledge base that reduces repeat escalations and enables AI-assisted triage

By 180 days: Scale support across partnerships

• Design and execute the BPO strategy — identify, evaluate, and onboard an outsourced support partner to handle Tier 1 volume, with you managing quality, training, and escalation protocols

• Build the support model for Bastion's next major partnership launch — you'll need to define support scope, capacity plan for projected volume, train the partner's support team, and ensure Bastion's infrastructure is ready before go-live

• Optimize the balance between AI-automated resolution and human-handled support — your north star is white-glove quality at scale, not just deflection rate

• Build a voice-of-customer feedback loop that routes product insights, documentation gaps, and recurring pain points to product and engineering in a structured, actionable format

• Outcomes

• Support volume is distributed across AI-powered automation, a BPO partner, and your direct handling of complex escalations — each layer doing what it's best at

• SLAs are consistently met across all coverage windows and partnerships

• A repeatable playbook exists for onboarding new partners into Bastion's support model

• Product and engineering teams cite your feedback loop as a meaningful input to their prioritization

Some challenges you might tackle

• Designing support across partners with very different structures: One partner runs a three-tier escalation model who communicate only via email. Another might have a dedicated integration team on Slack. You'll need to build a support framework flexible enough to work across both, while keeping Bastion's internal operations coherent
• Capacity planning when volume is unknown: Partners often can't estimate ticket volume for new financial product features. You'll need to build volume projections using product data, industry benchmarks, and your own experience — then design a support model that can flex when reality differs from the forecast
• Balancing automation and white-glove service: Many escalations will be routine — the same issue types, the same scope misunderstandings, the same questions you've already documented. The right response isn't just patience; it's asking "why is a human still doing this?" and deploying AI-powered tooling that resolves it next time. But you also need the judgment to know which interactions demand a human touch
• Building documentation that scales across audiences: The error code mappings, CS case taxonomies, and knowledge base content you create will be consumed by customer support team, a BPO vendor, an AI agent, and Bastion's internal team. Each audience has different needs, and the documentation needs to work for all of them
• Navigating financial services regulatory requirements: Some customer issues will touch on regulatory frameworks specific to payments and digital assets. You don't need to be a regulatory expert on day one, but you'll need to learn quickly and know when to loop in compliance

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