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About the Role

Ondo is hiring a Head of Client Solutions to unify support efforts for products and platforms into a single, holistic client experience organization. This senior leadership role will consolidate separate efforts into one accountable function, setting standards, owning metrics, and ensuring a world-class client experience. You will oversee Platform Support, Onboarding & Verification, and Private Client Services, partnering with Solutions Engineering, and establish a follow-the-sun global model.

Responsibilities

Own the end-to-end client experience across supported products and platforms, consolidating separate support efforts into one organization with shared standards, SLAs, and metrics.
Build and lead Platform Support, including 24/7 primary live support; Onboarding & Verification, including the inbound KYC front line; and Private Client Services, while maintaining a close partnership with Solutions Engineering.
Design the follow-the-sun coverage model, set SLA targets by product, platform, and client tier, and own the headcount plan against volume forecasts.
Partner with Compliance on Onboarding & Verification, owning the front line and packaging clean cases for KYB, KYC, and EDD review.
Coordinate the flow of product and platform changes and support the commercialization of launches, including feature releases, maintenance periods, and trading announcements.
Own the operating cadence, including daily queue and coverage checks, weekly team and cross-functional triage, monthly business reviews, and quarterly staffing and strategy planning, as well as the dashboards supporting those processes.
Lead the consolidation of support tooling and own the Client Solutions internal-tools roadmap.

Requirements

8+ years of experience in customer support, client experience, or client operations, including significant experience scaling and leading support organizations in high-growth fintech, financial services, exchange, or crypto environments.
A track record of consolidating fragmented or product-siloed support functions into a single operating model, including setting standards, SLAs, and metrics that apply consistently across teams.
Experience building and managing global, offshore, follow-the-sun support coverage, including contractors and permanent staff across multiple time zones.
Strong command of the support-tooling stack, such as Intercom, Zendesk, HubSpot, Pylon, or similar platforms, and the judgment to consolidate and migrate tools effectively.
Comfort operating where support and compliance intersect, including designing routing, escalation, and firewall rules and partnering closely with Legal and Compliance.
High analytical rigor: you set SLA and CSAT targets, interpret dashboards by product, platform, and client tier, and translate signals into staffing and process decisions.
Strong stakeholder-management skills, with the ability to align senior leaders, business lines, and external partners and drive change without relying on formal authority.
Excellent written and verbal communication, an ownership mindset, and comfort operating in ambiguity while building durable systems.

Skills

Intercom
Zendesk
HubSpot
Pylon
Mandarin
Spanish

Location

Remote

Work Type

Remote
Full-time

Experience Level

8+ years

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, with a technology arm developing decentralized finance technology and an asset management arm creating and managing tokenized funds.
The company is the global leader in tokenized treasuries, tokenized stocks and ETFs, and is building the future of institutional-grade financial services onchain.
Founded by former Goldman Sachs Digital Assets Team members, Ondo Finance is backed by investors including Founders Fund, Coinbase Ventures, Pantera Capital, and Tiger Global.
The firm is the leader in the space in terms of AUM and is well-capitalized for growth.
Ondo Finance is a fully remote company with team members across the U.S.