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Head of Client Services

17 minutes ago
United States
Full-time
Lead
Customer Support
Customer and Technical Support
Blockchain HubSpot
Apply Now
Ondo Finance

Ondo Finance

Ondo Finance provides institutional-grade financial services on a blockchain platform, making advanced financial solutions accessible to a broader audience.

Diversified Financial Services
11-50
Founded 2021
$24M raised
View All Jobs 4

Description

  • Own the end-to-end client experience across supported products and platforms, with shared standards, SLAs, and metrics.
  • Build and lead Platform Support, Onboarding & Verification, and Private Client Services while partnering closely with Solutions Engineering.
  • Design and manage a follow-the-sun global support model with 24/7, weekend, holiday, and multilingual coverage.
  • Set SLA targets by product, platform, and client tier and own the headcount plan against volume forecasts.
  • Partner with Compliance to manage the front line for KYB, KYC, and EDD review cases.
  • Coordinate support readiness for product and platform changes, including launches, maintenance periods, and trading announcements.
  • Own operating cadences such as daily queue checks, weekly triage, monthly business reviews, and quarterly planning.
  • Lead the consolidation of support tooling and own the internal tools roadmap.
  • Translate client interactions into themes and trends that inform Product, Engineering, and leadership priorities.

Requirements

  • 8+ years of experience in customer support, client experience, or client operations, with experience scaling support in fintech, financial services, exchange, or crypto environments.
  • Proven experience consolidating fragmented or product-siloed support functions into a single operating model.
  • Experience building and managing global follow-the-sun support coverage across multiple time zones.
  • Strong command of support tools such as Intercom, Zendesk, HubSpot, or Pylon, or similar platforms.
  • Comfort working at the intersection of support and compliance, including routing and escalation workflows.
  • High analytical rigor, with experience setting and tracking SLA and CSAT targets and using dashboards to drive staffing and process decisions.
  • Strong stakeholder-management skills and the ability to align senior leaders, business lines, and external partners.
  • Excellent written and verbal communication skills and comfort operating in ambiguity while building durable systems.
  • Experience supporting consumer and institutional financial platforms, such as a centralized crypto exchange or brokerage, is preferred.
  • Familiarity with perpetuals, derivatives, tokenized assets, or other regulated crypto products is preferred.
  • Experience standing up a Solutions Engineering or technical-support function is preferred.
  • Experience building VIP, private-client, or partner relationship-management programs is preferred.
  • Multilingual coverage experience, such as Mandarin or Spanish, is preferred.
  • Experience building a knowledge base and QA foundation for AI-enabled deflection at scale is preferred.

Benefits

  • Competitive compensation including salary, future token rights, and/or equity.
  • Full medical, vision, and dental coverage.
  • Flexible vacation policy (PTO).
  • Remote-first work environment across many countries.
  • Opportunity to be an early team member helping shape the company’s vision, culture, and design practices.

Interested in this position?

Apply directly on the company website

Apply Now

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