Ondo Finance

6 days ago

Head of Client Services

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 23 hours agoStatus: Live

Job Summary

Own and unify the end-to-end client experience across Ondo’s supported products and platforms, consolidating fragmented support into a single organization with shared standards, SLAs, and metrics. Build and lead Platform Support, Onboarding & Verification (including the KYC front line), and Private Client Services, establishing follow-the-sun 24/7 coverage. Partner closely with Solutions Engineering and Compliance while using voice-of-customer insights to drive product and roadmap priorities.

Location: New York

Workplace: Remote

Employment Type: Full time

Job Function: Administration & Executive Assistance

Seniority: Sr. Director level

Key Responsibilities

•Own the end-to-end client experience across supported products and platforms, consolidating support into one organization with shared standards, SLAs, and metrics.
•Build and lead Platform Support (24/7 live support), Onboarding & Verification (inbound KYC front line), and Private Client Services, partnering with Solutions Engineering.
•Design follow-the-sun coverage, set SLA targets by product/platform/client tier, and own the headcount plan against volume forecasts.
•Partner with Compliance on Onboarding & Verification, owning the front line and preparing clean cases for KYB, KYC, and EDD review.
•Coordinate product/platform change flow and support commercialization of launches, including feature releases, maintenance periods, and trading announcements.

Pay and Benefits

Equity and Bonus:Equity

Perks:VisionDentalPaid Leave

Key Requirements

•8+ years in customer support, client experience, or client operations, including scaling and leading support organizations in high-growth fintech, financial services, exchange, or crypto environments.
•Track record consolidating fragmented or product-siloed support into one operating model with consistent standards, SLAs, and metrics.
•Experience building and managing global, offshore follow-the-sun coverage across multiple time zones, including contractors and permanent staff.
•Strong command of support tooling such as Intercom, Zendesk, HubSpot, Pylon (or similar) and the ability to consolidate and migrate tools effectively.
•Comfort operating where support and compliance intersect, including routing/escalation/firewall rules and partnering with Legal and Compliance.

Experience:8+ yearsFintechFinancial servicesExchangeCryptoDecentralized finance

Skills:Stakeholder managementAnalytical rigorWritten communicationVerbal communicationOwnership mindset

Languages:English

Tech Stack:IntercomZendeskHubSpotPylonKYCKYBEDDSLAsCSAT

Company Brief

Ondo Finance

Develops tokenized investment products and infrastructure to bring institutional-grade digital asset exposure to investors, combining on-chain protocols with regulated fund structures for yields, custody, and liquidity solutions.

Industry: Asset Management

Company Size: Small (11 to 50 employees)

Growth: Growth Stage Startup

Funding: Series A

Headquarters: New York, United States

Founded: 2020

Website LinkedIn

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Ondo Finance

6 days ago

Head of Client Services

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 23 hours agoStatus: Live

Job Summary

Location: New York

Workplace: Remote

Employment Type: Full time

Job Function: Administration & Executive Assistance

Seniority: Sr. Director level

Key Responsibilities

•Own the end-to-end client experience across supported products and platforms, consolidating support into one organization with shared standards, SLAs, and metrics.
•Build and lead Platform Support (24/7 live support), Onboarding & Verification (inbound KYC front line), and Private Client Services, partnering with Solutions Engineering.
•Design follow-the-sun coverage, set SLA targets by product/platform/client tier, and own the headcount plan against volume forecasts.
•Partner with Compliance on Onboarding & Verification, owning the front line and preparing clean cases for KYB, KYC, and EDD review.
•Coordinate product/platform change flow and support commercialization of launches, including feature releases, maintenance periods, and trading announcements.

Pay and Benefits

Equity and Bonus:Equity

Perks:VisionDentalPaid Leave

Key Requirements

•8+ years in customer support, client experience, or client operations, including scaling and leading support organizations in high-growth fintech, financial services, exchange, or crypto environments.
•Track record consolidating fragmented or product-siloed support into one operating model with consistent standards, SLAs, and metrics.
•Experience building and managing global, offshore follow-the-sun coverage across multiple time zones, including contractors and permanent staff.
•Strong command of support tooling such as Intercom, Zendesk, HubSpot, Pylon (or similar) and the ability to consolidate and migrate tools effectively.
•Comfort operating where support and compliance intersect, including routing/escalation/firewall rules and partnering with Legal and Compliance.

Experience:8+ yearsFintechFinancial servicesExchangeCryptoDecentralized finance

Skills:Stakeholder managementAnalytical rigorWritten communicationVerbal communicationOwnership mindset

Languages:English

Tech Stack:IntercomZendeskHubSpotPylonKYCKYBEDDSLAsCSAT

Company Brief

Ondo Finance

Industry: Asset Management

Company Size: Small (11 to 50 employees)

Growth: Growth Stage Startup

Funding: Series A

Headquarters: New York, United States

Founded: 2020

Website LinkedIn