Platform Support Specialist (Web3)

Platform Support Specialist

Company: Ondo Finance

Ondo Finance provides institutional-grade, blockchain-enabled investment products and services. They build decentralized finance technology and manage tokenized funds, and are a leader in tokenized treasuries, tokenized stocks, and ETFs. Founded by alumni of the Goldman Sachs Digital Assets Team and backed by investors including Founders Fund, Coinbase Ventures, Pantera Capital, and Tiger Global.

Responsibilities:

- Provide timely, high-quality support to customers through live chat and other support channels.
- Troubleshoot customer issues involving the products and platforms we support, identifying root causes whenever possible.
- Escalate technical issues to Engineering with clear documentation, relevant context, and reproduction steps.
- Develop deep knowledge of supported platforms, products, features, and customer workflows.
- Educate customers on product functionality, platform workflows, and best practices.
- Help maintain internal knowledge bases and contribute to process and product improvements.

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 and managing multiple customer conversations.
- Strong sense of ownership and accountability.

Nice to have:

- 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.

Benefits:

- Competitive compensation including salary, future token rights, and/or equity.
- Full benefits: medical, vision, and dental.
- Flexible vacation policy (PTO).
- Remote-first team with opportunities to shape vision and culture.
- A+ colleagues and backing from leading crypto investors.

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