Head of Client Services

You will build and run a unified client experience organization covering Platform Support, Onboarding & Verification, and Private Client Services. You will design a 24/7 follow-the-sun coverage model, set SLA targets by product and client tier, and own the headcount plan. You will partner with Compliance on KYC and KYB workflows, consolidate support tooling, own the internal-tools roadmap, and translate client feedback into insights for Product and Engineering. You will lead operating cadences from daily queue checks to quarterly strategy planning.

Responsibilities

• Own the end-to-end client experience across supported products and platforms
• Consolidate separate support efforts into one organization with shared standards, SLAs, and metrics
• Build and lead Platform Support, Onboarding & Verification, and Private Client Services
• Design the follow-the-sun coverage model and set SLA targets by product, platform, and client tier
• Own the headcount plan against volume forecasts
• Partner with Compliance on Onboarding & Verification, packaging clean cases for KYB, KYC, and EDD review
• Coordinate the flow of product and platform changes and support commercialization of launches
• Own the operating cadence including daily, weekly, monthly, and quarterly reviews and dashboards
• 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
• Experience scaling and leading support organizations in high-growth fintech, financial services, exchange, or crypto environments
• Track record of consolidating fragmented support functions into a single operating model
• Experience building and managing global follow-the-sun support coverage across multiple time zones
• Strong command of support tooling such as Intercom, Zendesk, HubSpot, or Pylon
• Comfort operating where support and compliance intersect
• High analytical rigor with SLA and CSAT target setting and dashboard interpretation
• Strong stakeholder-management skills
• Excellent written and verbal communication

Benefits

• Competitive compensation including salary, future token rights, and/or equity
• Medical, vision, and dental benefits
• Flexible vacation policy (PTO)
• Remote-first team