About this role

▸about Ondo Finance — company background

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.

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