Head of Client Services

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Ondo Finance

WebsiteLinkedInAll Job Openings

51 - 200 employees

₿ Crypto

💳 Fintech

💸 Finance

💰 Initial Coin Offering - Ondo Finance on 2024-01

Crypto • Fintech • Finance

Ondo is a company building institutional-grade onchain financial infrastructure and products that bridge traditional finance (TradFi) and decentralized finance (DeFi). Its offerings include tokenized public securities (Ondo Stocks) that make public securities freely transferable and usable in DeFi, USDY (a permissionless yield-bearing stablecoin), and OUSG (an institutional product offering exposure to short-term US Treasuries with 24/7 instant minting and redemptions). Ondo emphasizes compliance, institutional-grade security, third-party audits, and partnerships with asset managers and regulated service providers. The company’s Nexus technology enables instant minting and redemption for tokenized US Treasuries and stablecoins and supports omnichain issuance and distribution. Ondo works with partners like Broadridge, J. P. Morgan, Mastercard, Ripple, and asset managers to bring voting and cross-border redemption capabilities to tokenized assets.

📋 Description

• 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

🏖️ Benefits

• Competitive compensation including but not limited to salary, future token rights, and/or equity (according to your preferences) • Full benefits (medical, vision, and dental) and flexible vacation policy (PTO) • Remote-first team across many countries • A+ colleagues • Best-in-class investors