Platform Support Specialist

Ondo Finance • New York, NY

4h • Remote

About The Position

We'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.

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 or automation platforms.
• Additional language skills relevant to your region are a plus.

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.

Benefits

• Competitive compensation including but not limited to salary, future token rights, and/or equity (according to your preferences)
• Full benefits (medical, vision, and dental)
• Flexible vacation policy (PTO)

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed