About Bastion

Bastion builds regulated financial infrastructure for modern businesses. Bastion's full stack product suite covers stablecoin issuance, custodial wallet infrastructure, and global asset conversion rails, with the flexibility to deploy individual capabilities or combine them end-to-end.

Bastion's regulated foundation underpins a compliance-first approach to risk management, ensuring the integrity and security of all financial activity within its systems. Bastion holds the appropriate licenses for its own operations, but can also act as a service provider, offering compliance and financial operations support under our customers’ licenses.

Overview

We are hiring a Brand and Communications Lead to make Bastion known to every institution that should be building with us.

Bastion already has the substance: proven product-market fit, marquee enterprise customers, a regulated trust charter, and infrastructure major institutions rely on. What we need now is a market presence that matches the strength of the business.

You will own how Bastion is positioned and shows up in the world, from messaging and visual identity to press, executive visibility, industry relationships, and targeted campaigns. Your work should build trust, bring the right customers to Bastion, and shape how the market thinks about the future of financial infrastructure.

You will work directly with the CEO on building Bastion’s image, voice, and presence in the market.

Fintech or financial services experience is a strong advantage. This market rewards credibility, precision, and a real understanding of how institutions make decisions.

This role is ideally based in New York City, with a flexible hybrid setup.

Work to Be Done

Instead of a long list of requirements, here is what success should look like in your first 60 days.

We move quickly. You should be contributing in your first week, showing clear impact within 30 days, and operating independently by day 60. By then, it should be clear to both sides that this is the right fit.

First 15 days: Learn the business and start shipping

• Learn Bastion’s product, customers, regulatory position, and competitive landscape

• Understand how buyers find us, what matters in sales conversations, and where our story is weak

• Audit our website, content, press, events, and overall market presence

• Ship impactful work in your first week

By 30 days: Set the direction and build momentum

• Define the target audiences, messaging, and channels to prioritize

• Develop a scalable content and communications production workflow leveraging AI tooling and contractors to operate at high velocity

• Improve how Bastion shows up across social media, website, and other prioritized channels

• Build an active pipeline of press, events, and speaking opportunities

• Align with Product, Legal, and Compliance teams to ensure a steady stream of high signal communications from Bastion to the market

• Launch the first targeted campaigns for the businesses we want to work with

• Start tracking performance of brand & comms work via inbound qualified leads and pipeline influence

By 60 days: Market sees Bastion

• Own Bastion’s positioning, voice, and external communications calendar

• Establish a steady cadence of high-signal company news, content, executive communications, and market commentary

• Secure initial press coverage, speaking opportunities, or other credible third-party visibility, with a strong pipeline behind it

• Have targeted campaigns live and reaching the right businesses and decision-makers

• Build a direct feedback loop with the Commercial team so our messaging reflects what moves buyers and we can see where the work is influencing customer conversations and pipeline

• Know what is working, what is not, and where to focus next

• Operate independently, make good judgment calls, and maintain a high quality bar without slowing down

• As a result of your work, we see a fast growing amount of qualified inbound leads and positively influenced qualified leads on the rest of the pipeline

Hard challenges you will tackle

Building brand awareness from scratch. There’s no existing playbook, press list, or event history to build from. You will be building the function while running it, making decisions with imperfect information, testing quickly, and iterating toward what works.

Creating a market presence breakthrough. Incremental progress will not be enough. Bastion needs to go from being known mainly within our existing network to being recognized by the institutions, partners, reporters, and talent that matter. You will need to find the campaigns, moments, and relationships that can make that happen.

Earning press in a space that's noisy and focuses on already known household names. Most coverage goes to the biggest companies and the loudest stories. You will need to find genuinely newsworthy angles in Bastion’s work, build real relationships with reporters, and earn attention without relying on existing hype.

Buyers of Bastion are diverse. Bastion’s customers include Fortune 500 companies, financial institutions, fintechs, and stablecoin-native payments companies. They do not speak the same language or make decisions the same way. You need to adapt the message to each audience without creating a different company story for each one.

Operating as a team of one, with the impact of a team of 5. We expect you to leverage AI tooling and contractors for your work using your best judgement to maintain a high quality bar, in a space that’s very sensitive to AI slop. Your ultimate metric of success is influenced pipeline and inbound qualified leads.

Bastion provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, and placement. Bastion participates in E-Verify to authorize eligibility of employment in the United States.

About Bastion

Bastion provides the regulated infrastructure businesses need to hold, move, and issue stablecoins. Our platform combines custodial wallets, global payment orchestration, and stablecoin issuance. Customers can use each product independently or connect them into a single end-to-end flow.

We operate through our own regulated entities, with compliance and risk controls built directly into the platform. We can also support customers operating under their own licenses with the compliance and financial operations required to run their programs.

Overview

We're looking for a Senior Manager, Customer Support Operations to build and run customer support for Bastion's enterprise partnerships. Our partners include some of the largest consumer technology and financial services companies in the world. A meaningful share of the support volume this role owns is tied to compliance-driven flows, which requires precision and a real understanding of what's being asked by the end user, not just a fast reply.

This is a hands-on role from day one, and it stays that way even as you scale. Volume and complexity are real from the start. You'll be the person actually working tickets at the beginning, refining the knowledge base and escalation paths, and you'll also need to figure out quickly whether the answer is an internal hire, a BPO partner, or both. Getting the org right, fast, is as much the job as the casework itself. You will have budget ownership.

You'll report to our Head of Product, embedded to ensure the voice of the customer is heard while we build and improve our products. You will partner closely with the internal team already mapping our support framework and implementing our support stack. That team can stand up the tooling; what we need from you is someone who can run the operation once it exists — triaging real cases, spotting where the process breaks, and having enough pattern recognition from prior roles to solve problems without a playbook already written for you.

You have likely built a customer support or risk/compliance support team in the past, and it will helpful if you have worked on disputes and complaints.

While we have a preference for the role to be based in NYC, we are open to candidates working remotely throughout the US.

Work to Be Done

Instead of a list of requirements, we want to give you a directional look into the first 30, 90, and 180 days on the job.

We are a startup, so the pace is fast and the specific work will change. People who thrive here are finding ways to contribute in their first week, and fully productive in their third month. You need to be okay with that.

If you think this is something you can handle, we will be excited to speak with you.

First 30 days: Get into the tickets and start scoping how this scales

• Get hands-on with the support queue immediately — start resolving real cases, including compliance-driven flows, rather than shadowing for weeks before touching anything

• Learn the product and the underlying compliance requirements deeply enough to diagnose issues without escalating every ambiguous case

• Audit what exists: current documentation, ticket taxonomy, resolution paths, where cases get stuck, and where volume is coming from

• Partner with the internal team building the support tech stack to understand what tooling is coming online and how it will change your workflow

• Start forming a real point of view on how this function needs to scale — internal hires, a BPO partner, or both — based on the volume and complexity you're seeing firsthand

• Outcomes

  • You are personally resolving a meaningful share of support volume, unaided

  • A clear, written map of issue types, current resolution paths, and where the process breaks down today

  • An initial recommendation on how to staff the function, grounded in real ticket data

By 90 days: Own the function end-to-end — and have started scaling it

• Be the primary owner of support outcomes — SLAs, resolution quality, and escalation judgment all run through you

• Build and maintain the knowledge base and case-handling documentation so it holds up under real volume, not just as a reference doc

• Establish the operating rhythm: how volume gets tracked, how patterns get surfaced, how you decide what needs to go back to product or compliance

• Move on the staffing call you scoped in month one — you should be actively hiring your first team member, evaluating BPO partners, or both, depending on what the volume actually demands

• Outcomes

  • Support runs reliably against SLAs with you as the operational backbone

  • A living knowledge base that reflects real cases and real edge cases, not hypothetical ones

  • Concrete progress against your staffing plan — an offer out, a BPO partner onboarding, or both

By 180 days: Run the team or partnership you built — and stay in the work

• Whether you've hired directly, onboarded a BPO partner, or both, you're running that operation now — training, quality standards, and escalation protocols all trace back to you

• Stay hands-on yourself so the standards you've built don't dilute the moment someone else is doing the work

• Build the playbook for onboarding this function into Bastion's next major partnership, based on patterns from what you've already run

• Close the loop with product and engineering — a structured way for what you're seeing in tickets to actually change what gets built

• Outcomes

  • A functioning team or partner relationship where you're still doing real casework alongside them

  • A repeatable onboarding playbook for extending support to new partnerships

Some challenges you might tackle

• Doing the work before you get to design the system: You'll be resolving tickets yourself in week one, at real volume. The frameworks and documentation you build will come from having actually done the work, not from theorizing about it in advance

• Compliance-driven flows with real consequences: A meaningful portion of support volume touches regulatory requirements specific to payments and digital assets. You don't need to be a compliance expert on day one, but you'll need to learn fast and know exactly when to loop in the right people

• Scaling fast without guessing: Volume is real from the start, and you won't have the luxury of a slow build-up to a staffing decision. You'll need to make a credible call on internal hires vs. a BPO partner within your first couple of months, based on the ticket data you generate yourself

• Building documentation that works for humans and AI: The knowledge base and case taxonomy you create will be used by you, any teammates or BPO agents you bring on, and AI-powered tooling the internal team is implementing. It has to hold up for all three

• Staying in the work as you scale: Many people at this level default to stepping back once they have a report or a vendor. This role expects the opposite — you stay close to the actual tickets even as you build out the org around you

Bastion provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, and placement. Bastion participates in E-Verify to authorize eligibility of employment in the United States.

About Bastion

Bastion provides the regulated infrastructure businesses need to hold, move, and issue stablecoins. Our platform combines custodial wallets, global payment orchestration, and stablecoin issuance. Customers can use each product independently or connect them into a single end-to-end flow.

We operate through our own regulated entities, with compliance and risk controls built directly into the platform. We can also support customers operating under their own licenses with the compliance and financial operations required to run their programs.

Overview

We are hiring a Head of Finance to Build scalable finance systems, processes, and infrastructure. This is a hands-on leadership role. You'll own the numbers end to end, from month-end close to regulatory filings to the financial models that inform how the company allocates capital and prices its products.

You need to be someone who has lived inside the details of accounting and financial reporting, and who can also zoom out to drive strategic financial planning, build FP&A capabilities, and partner with leadership on decisions that shape the business. You should be equally comfortable reviewing journal entries, building customer-level P&Ls and pricing models, and presenting financial analysis to the board.

Experience in highly regulated industries (financial services in particular) is a strong bonus. Bastion operates under a NYDFS trust charter, which means the finance function carries specific regulatory reporting obligations.

You'll report to the COO.

While there is a preference for the role to be based in NYC, we are open to candidates across the United States.

Work to Be Done

Instead of a list of requirements, we want to give you a directional look into the first 30, 90, and 180 days on the job.

We are a startup, so the pace is fast and the specific work will change. People who thrive here are finding ways to contribute in their first week, and fully productive in their third month. You need to be okay with that.

If you think this is something you can handle, we will be excited to speak with you.

First 30 days: Get into the details and start owning the numbers

• Immerse yourself in Bastion's financial infrastructure.

• Review all active regulatory reporting obligations—understand what gets filed, when, with which regulators, and who currently prepares each submission.

• Meet with Legal, Compliance, and Risk to understand the regulatory landscape that drives your reporting obligations and how the regulatory environment is expected to evolve

• Partner with the team to understand their domains, where handoffs happen, and where accounting and treasury workflows need tighter integration

• Review the current FP&A cadence: how budgets are built, how actuals are tracked against plan, what visibility leadership and department heads have into their spending, and where the gaps are

• Outcomes

  • You can speak to the company's financial position, close process, and regulatory reporting obligations with full confidence—no one needs to fill in gaps for you

  • A clear assessment of the internal controls environment with a prioritized remediation plan for any gaps

  • The finance team and cross-functional partners understand your operating style and know you're in the details

By 90 days: Own the close, the controls, and the reporting rhythm

• Run the month-end close process and drive improvements: reduce cycle time, improve accuracy, eliminate manual workarounds, and establish a close calendar that the team can execute reliably every month

• Take ownership of all regulatory reporting: ensure every filing is accurate, complete, and submitted on time. Build the review and sign-off process so that regulatory submissions don't depend on a single person's institutional knowledge

• Build the FP&A rhythm the business needs: monthly budget-vs-actual reporting, department cost allocation, variance analysis, and the financial visibility that department leads and leadership currently lack

• Outcomes

  • The close runs on a predictable calendar with documented procedures—anyone on the team can explain what happens and when

  • Regulatory filings are submitted on time with a clear audit trail from source data to final submission

  • Leadership has monthly financial reporting they can actually use

  • An internal controls framework is documented and testing has begun on the highest-risk areas

By 180 days: Scale the function and drive strategic financial impact

• Own the annual planning process: build the financial model, facilitate department-level budgeting, and produce the plan that connects revenue targets to headcount to burn rate to runway

• Prepare the finance function for increasing regulatory complexity: as the company's regulatory footprint expands, ensure that reporting capabilities, controls, and processes scale ahead of the requirements rather than scrambling to catch up

• Develop your team: assess capabilities, identify gaps, make hiring recommendations, and build the finance organization that the company will need over the next 12-18 months

• Outcomes

  • The finance function operates at a level of maturity that exceeds what regulators, auditors, and enterprise customers expect from a company our size

  • The board and leadership team trust the numbers: financial reporting is accurate, timely, and actionable

  • Internal controls are a strength. The company can point to a documented, tested control environment in any regulatory examination or customer due diligence process

Bastion provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, and placement. Bastion participates in E-Verify to authorize eligibility of employment in the United States.