Head of Client Services

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-fu…