Remote Platform Support Specialist — Crypto Platforms

Framework Ventures; Boston (MA); On-site; USD 90,000 - 130,000; Full time

Job summary

Ondo Finance is a remote-first fintech company delivering institutional-grade, tokenized financial products and services. We are seeking a Platform Support Specialist to be the frontline for our growing global user base, resolving product issues and guiding customers through complex workflows.

In this role you will develop deep expertise in our platforms, work closely with Engineering and Product to investigate problems, and help improve support processes, documentation, and the overall

Qualifications

• 5+ years 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.

Responsibilities

• Provide timely, high-quality support to customers through live chat and other channels for supported products.
• Troubleshoot customer issues involving products and platforms, identifying root causes when possible.
• Escalate technical issues to Engineering with clear documentation and reproduction steps.
• Develop deep knowledge of supported platforms, features, and customer workflows.
• Educate customers on product functionality and best practices.

Skills

Customer support

Technical troubleshooting

Written communication

Multi-tasking

Ownership

Tools

AI-powered support tools

Job description

Ondo Finance is a remote-first fintech company delivering institutional-grade, tokenized financial products and services. We are seeking a Platform Support Specialist to be the frontline for our growing global user base, resolving product issues and guiding customers through complex workflows.

In this role you will develop deep expertise in our platforms, work closely with Engineering and Product to investigate problems, and help improve support processes, documentation, and the overall