Head of Client Services

This is a fully remote position, open to applicants in United States.

📋 Description

• Take charge of the comprehensive client experience across the various products and platforms offered by Ondo, integrating the current distinct support initiatives into a unified organization with shared standards, SLAs, and metrics.

• Develop and oversee Platform Support, which includes 24/7 primary live assistance; Onboarding & Verification, encompassing the inbound KYC front line; and Private Client Services, while fostering a close collaboration with Solutions Engineering.

• Create a follow-the-sun coverage model, establish SLA targets by product, platform, and client tier, and manage the headcount plan based on volume forecasts.

• Collaborate with Compliance on Onboarding & Verification, taking ownership of the front line and preparing clean cases for KYB, KYC, and EDD reviews.

• Manage the flow of product and platform modifications and aid in the commercialization of launches, which includes feature releases, maintenance periods, and trading announcements.

• Supervise the operational cadence, including daily queue and coverage evaluations, weekly team and cross-functional triage, monthly business reviews, and quarterly staffing and strategy planning, along with the dashboards that support these processes.

• Spearhead the unification of support tools and take charge of the Client Solutions internal-tools roadmap.

⛳️ Requirements

• Over 8 years of experience in customer support, client experience, or client operations, with substantial experience in scaling and leading support organizations within high-growth fintech, financial services, exchange, or crypto sectors.

• Proven history of merging fragmented or product-siloed support functions into a cohesive operating model, which includes establishing standards, SLAs, and metrics that are uniformly applied across teams.

• Experience in building and managing global, offshore, follow-the-sun support coverage, including both contractors and permanent staff across various time zones.

• Strong knowledge of the support-tooling stack, such as Intercom, Zendesk, HubSpot, Pylon, or similar systems, along with the discernment to effectively consolidate and migrate tools.

• Comfort in navigating the intersection of support and compliance, which includes designing routing, escalation, and firewall rules while closely partnering with Legal and Compliance.

• High analytical rigor: you establish SLA and CSAT targets, analyze dashboards by product, platform, and client tier, and convert insights into staffing and process decisions.

• Exceptional stakeholder-management abilities, with the capability to align senior leaders, business lines, and external partners and implement change without relying on formal authority.

• Outstanding written and verbal communication skills, a proactive ownership mindset, and the ability to thrive in ambiguity while creating sustainable systems.

🏝️ Benefits

• Competitive compensation that includes, but is not limited to, salary, future token rights, and/or equity based on your preferences.

• Comprehensive benefits package (medical, vision, and dental) along with a flexible vacation policy (PTO).

• Remote-first team operating across multiple countries.

• Exceptional colleagues.

• Access to top-tier investors.