Platform Support Specialist

About the companyHi, 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 roleWe re looking for experienced Platform Support Specialists to help build the customer-support organization serving the growing global user base of the products and platforms we support. You ll serve as the front line for users, resolving product-related issues, troubleshooting account problems, and ensuring customers receive fast, high-quality support throughout their experience.This role goes beyond answering tickets. You ll develop deep expertise in the supported products and platforms, partner closely with Engineering and Product teams to investigate issues, and help identify opportunities to improve both the customer experience and our internal operations for the products we support.Target outcomes Deliver fast, accurate, and high-quality support across the products and platforms within the scope of the support organization. Independently resolve the majority of customer issues and escalate technical problems with clear, actionable context. Build deep expertise across assigned products and platforms, including trading and perpetuals workflows. Identify recurring customer pain points and help improve support processes, documentation, and the overall product and platform experience. Maintain strong customer-satisfaction, response-time, and resolution-quality standards as support volume scales. Responsibilities Provide timely, high-quality support to customers through live chat and other support channels for the products we support. Troubleshoot customer issues involving the products and platforms we support, identifying root causes whenever possible. Escalate technical issues to Engineering with clear documentation, relevant context, and reproduction steps. Develop deep knowledge of supported platforms, products, features, and customer workflows. Educate customers on product functionality, platform workflows, and best practices. Partner with Product, Engineering, and other internal teams to resolve complex customer issues. Identify recurring customer pain points and contribute ideas to improve supported products and platforms, internal processes, and documentation. Help maintain internal knowledge bases and support documentation. Support multiple products, platforms, and customer segments as business needs evolve. Contribute to a collaborative, customer-first support culture. Requirements Approximately 5+ years of experience in customer support, technical support, or platform support. Experience supporting consumer-facing technology products or platforms. Excellent written communication skills, with the ability to explain technical concepts clearly. Strong troubleshooting and problem-solving abilities. Experience working in fast-paced operational environments. Ability to manage multiple customer conversations while maintaining a high standard of service. Strong sense of ownership and accountability. Nice to haves Experience supporting cryptocurrency exchanges, consumer fintech products, or comparable financial platforms. Familiarity with crypto trading products, wallets, or perpetual futures. Experience working with Product and Engineering teams to investigate technical issues. Experience using AI-powered support tools