Head of Client Solutions

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-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.