Back to jobs
New

Head of Client Services

Remote

About the company

Hi, we're Ondo Finance. Our mission is to provide institutional-grade, blockchain-enabled investment products and services. We have both a technology arm that develops decentralized finance technology, and an asset management arm that creates and manages tokenized funds. We are the global leader in tokenized treasuries, tokenized stocks and ETFs, and are building the future of institutional-grade financial services onchain.

Founded by folks from Goldman Sachs Digital Assets Team, we’re backed by some of the best investors in the world including Founders Fund, Coinbase Ventures, Pantera Capital, Tiger Global, and more. We are currently the leaders in the space in terms of AUM and are well capitalized to continue growing the firm. We're fully remote, with team members across the U.S.

About the role

Ondo is hiring a Head of Client Solutions to unify the support efforts for the products and platforms we support into a single, holistic client experience organization. Today, support for Global Markets, Ondo Perps, OUSG, USDY, and a fast-advancing product roadmap runs across separate teams, tools, and contractors. This person will consolidate those efforts into one accountable function and run it day to day: setting the standard, owning the metrics, and making the headcount and coverage trade-offs necessary to ensure every user, institution, and partner receives a world-class experience.

This is a senior leadership role with high visibility and a mandate to build. You will oversee Platform Support, Onboarding & Verification, and Private Client Services, while maintaining close oversight of and partnership with Solutions Engineering. This role will establish a follow-the-sun global model to serve customers wherever they are.

Target outcomes

  • One organization, one client experience. Independent support efforts across Global Markets, Perps, OUSG, USDY, and a growing roadmap of supported products are consolidated under a single accountable leader, with consistent standards, tooling, and quality regardless of which product or platform a client contacts us about.
  • Around-the-clock coverage with no single points of failure. Establish 24/7 follow-the-sun coverage, including weekend and holiday support and multilingual service strategies.
  • The voice of the customer at the table. As a front-line interface with customers using the products and platforms we support, this leader will systematically translate everyday client interactions into clear themes and trends and channel those insights to Product, Engineering, and leadership to influence priorities and roadmaps.
  • A dynamic experience for varied customer archetypes. Ensure every institution, partner, and private-client VIP receives a localized and personalized experience.
  • A self-reinforcing knowledge and quality engine. Build a knowledge base, QA scorecard, and voice-of-customer loop that improve agent quality, inform product and platform enhancements, and lower the cost to serve as volume grows.

Responsibilities

  • Own the end-to-end client experience across the products and platforms supported by Ondo, consolidating today’s 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.

Nice to haves

  • Experience scaling support at a large consumer and institutional financial platform, such as a centralized crypto exchange or brokerage firm, serving both retail and enterprise clients.
  • Familiarity with perpetuals, derivatives, tokenized assets, or other regulated crypto products and the compliance constraints associated with supporting them.
  • Experience standing up a Solutions Engineering or technical-support function.
  • Experience building VIP, private-client, or partner relationship-management programs.
  • Multilingual coverage experience, such as Mandarin or Spanish, and familiarity with compliant translation workflows.
  • Experience owning a knowledge-base and QA foundation and preparing a support organization for AI-enabled deflection at scale.

What we offer

  • Competitive compensation including but not limited to salary, future token rights, and/or equity (according to your preferences) — We are well-funded and believe that great talent deserves great compensation.
  • Full benefits (medical, vision, and dental) and flexible vacation policy (PTO).
  • Remote-first team across many countries — You will be an early team member helping shape our vision, culture, and design practices.
  • A+ colleagues — Our team includes alumni from: Goldman Sachs, Blackrock, Two Sigma, Bridgewater, SpaceX, AWS, Meta, Google, McKinsey, Coinbase, Circle, Uniswap.
  • Best-in-class investors — We are proud to be backed by leading crypto experts and VCs, including Pantera Capital, Founders Fund and Coinbase Ventures.

 

Apply for this job

*

indicates a required field

Resume/CV*

Accepted file types: pdf, doc, docx, txt, rtf

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

As set forth in Ondo Finance’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

Select...
Select...
Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Select...

Voluntary Self-Identification of Disability

Form CC-305
Page 1 of 1
OMB Control Number 1250-0005
Expires 04/30/2026

Why are you being asked to complete this form?

We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years.

Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one who makes hiring decisions will see it. Your decision to complete the form and your answer will not harm you in any way. If you want to learn more about the law or this form, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

A disability is a condition that substantially limits one or more of your “major life activities.” If you have or have ever had such a condition, you are a person with a disability. Disabilities include, but are not limited to:

  • Alcohol or other substance use disorder (not currently using drugs illegally)
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, HIV/AIDS
  • Blind or low vision
  • Cancer (past or present)
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or serious difficulty hearing
  • Diabetes
  • Disfigurement, for example, disfigurement caused by burns, wounds, accidents, or congenital disorders
  • Epilepsy or other seizure disorder
  • Gastrointestinal disorders, for example, Crohn's Disease, irritable bowel syndrome
  • Intellectual or developmental disability
  • Mental health conditions, for example, depression, bipolar disorder, anxiety disorder, schizophrenia, PTSD
  • Missing limbs or partially missing limbs
  • Mobility impairment, benefiting from the use of a wheelchair, scooter, walker, leg brace(s) and/or other supports
  • Nervous system condition, for example, migraine headaches, Parkinson’s disease, multiple sclerosis (MS)
  • Neurodivergence, for example, attention-deficit/hyperactivity disorder (ADHD), autism spectrum disorder, dyslexia, dyspraxia, other learning disabilities
  • Partial or complete paralysis (any cause)
  • Pulmonary or respiratory conditions, for example, tuberculosis, asthma, emphysema
  • Short stature (dwarfism)
  • Traumatic brain injury
Select...

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.