Head of Client Services

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.

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.

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-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.

Nice to haves

• Experience scaling support at a large consumer and institutional financial platform, such as a centralized crypto exchange or brokerage firm, serving both retail and enterprise clients.
• Familiarity with perpetuals, derivatives, tokenized assets, or other regulated crypto products and the compliance constraints associated with supporting them.
• Experience standing up a Solutions Engineering or technical-support function.
• Experience building VIP, private-client, or partner relationship-management programs.
• Multilingual coverage experience, such as Mandarin or Spanish, and familiarity with compliant translation workflows.
• Experience owning a knowledge-base and QA foundation and preparing a support organization for AI-enabled deflection at scale.