Head of Client Solutions (Web3)

Head of Client Solutions

Company: Ondo Finance

Ondo Finance provides institutional-grade, blockchain-enabled investment products and services, building decentralized finance technology and tokenized funds. The firm is a leader in tokenized treasuries, tokenized stocks and ETFs, and was founded by members of Goldman Sachs Digital Assets Team and backed by top investors.

Responsibilities:

- Consolidate and own the end-to-end client experience across Ondo’s products and platforms with shared standards, SLAs, and metrics.
- Build and lead Platform Support (24/7 live support), Onboarding & Verification (KYC front line), and Private Client Services while partnering with Solutions Engineering.
- Design a follow-the-sun coverage model, set SLA targets by product and client tier, and own headcount planning.
- Partner with Compliance on onboarding/KYC/KYB/EDD routing and case packaging.
- Coordinate product/platform changes, launches, feature releases, maintenance windows, and trading announcements.
- Own operating cadence (daily queue checks, weekly triage, monthly reviews, quarterly planning) and consolidate support tooling and internal-tools roadmap.

Requirements:

- 8+ years in customer support, client experience, or client operations, with significant experience scaling support organizations in fintech/financial services/exchange/crypto.
- Proven track record consolidating fragmented support functions into a single operating model with consistent standards, SLAs, and metrics.
- Experience building and managing global, offshore, follow-the-sun support coverage including contractors and permanent staff.
- Strong command of support tooling (e.g., Intercom, Zendesk, HubSpot, Pylon) and experience consolidating/migrating tools.
- Comfortable operating at the intersection of support and compliance, designing routing/escalation/firewall rules and partnering with Legal/Compliance.
- High analytical rigor: set SLA and CSAT targets, interpret dashboards by product/platform/client tier, and translate signals into staffing and process decisions.
- Strong stakeholder-management and communication skills, ownership mindset, and ability to operate in ambiguity.

Nice to have:

- Experience scaling support at large consumer and institutional financial platforms (exchanges, brokerages) serving retail and enterprise.
- Familiarity with perpetuals, derivatives, tokenized assets, or regulated crypto products and related compliance constraints.
- Experience standing up Solutions Engineering or technical-support functions and building VIP/private-client relationship programs.
- Multilingual coverage experience (e.g., Mandarin or Spanish) and compliant translation workflows.
- Experience owning a knowledge-base, QA foundation, and preparing support for AI-enabled deflection at scale.

Stack:

Intercom, Zendesk, HubSpot, Pylon

Benefits:

- Competitive compensation including salary, future token rights, and/or equity (estimated $140k - $210k).
- Full benefits (medical, vision, dental) and flexible vacation policy (PTO).
- Remote-first team and opportunity to shape vision, culture, and design practices.
- Work with experienced colleagues and best-in-class investors.

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