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About the Role

We are seeking experienced Platform Support Specialists to build our customer support organization and serve our growing global user base. You will be the primary contact for users, resolving product issues, troubleshooting account problems, and ensuring high-quality support throughout their experience. This role involves developing product expertise, collaborating with Engineering and Product teams, and identifying areas for improvement in customer experience and internal operations.

Responsibilities

Provide timely, high-quality support to customers through live chat and other support channels.
Troubleshoot customer issues, identifying root causes.
Escalate technical issues to Engineering with clear documentation and reproduction steps.
Develop deep knowledge of supported platforms, products, features, and customer workflows.
Educate customers on product functionality, platform workflows, and best practices.
Partner with Product, Engineering, and other internal teams to resolve complex customer issues.
Identify recurring customer pain points and contribute ideas for product and process improvements.
Help maintain internal knowledge bases and support documentation.
Support multiple products, platforms, and customer segments as business needs evolve.
Contribute to a collaborative, customer-first support culture.

Requirements

Approximately 5+ years of experience in customer support, technical support, or platform support.
Experience supporting consumer-facing technology products or platforms.
Excellent written communication skills, with the ability to explain technical concepts clearly.
Strong troubleshooting and problem-solving abilities.
Experience working in fast-paced operational environments.
Ability to manage multiple customer conversations while maintaining a high standard of service.
Strong sense of ownership and accountability.
Experience supporting cryptocurrency exchanges, consumer fintech products, or comparable financial platforms.
Familiarity with crypto trading products, wallets, or perpetual futures.
Experience working with Product and Engineering teams to investigate technical issues.
Experience using AI-powered support tools or automation platforms.
Additional language skills relevant to your region are a plus.

Location

Remote

Work Type

Remote
Full-time

Experience Level

5+ years of experience

Salary/Compensations

Competitive compensation including salary, future token rights, and/or equity

Benefits

Full benefits (medical, vision, and dental)
Flexible vacation policy (PTO)

About the Company

Ondo Finance provides institutional-grade, blockchain-enabled investment products and services.
We have a technology arm developing decentralized finance technology and an asset management arm creating tokenized funds.
We are the global leader in tokenized treasuries, tokenized stocks and ETFs.
Founded by former Goldman Sachs Digital Assets Team members.
Backed by investors including Founders Fund, Coinbase Ventures, Pantera Capital, and Tiger Global.
We are the leaders in the space in terms of AUM and are well capitalized.
We are a fully remote team with members across the U.S.