Head of Client Services

Solana AG seeks an Executive to lead Client Services, unifying support operations into a global, follow-the-sun model while driving strategic improvements in client experience.

This executive position is responsible for consolidating fragmented support efforts into a single, cohesive client experience organization. The role offers high visibility and the mandate to build a global, follow-the-sun operational model that serves customers across all time zones.

Responsibilities

• Manage the complete client journey across all products and platforms, merging previously separate support channels.
• Recruit, manage, and direct teams for Platform Support, Onboarding & Verification, and Private Client Services.
• Create and implement a global coverage strategy that ensures continuous service availability.
• Collaborate with Compliance teams to manage the front-line processes for KYB, KYC, and Enhanced Due Diligence reviews.
• Align product updates and platform changes with support readiness to facilitate successful commercial launches.
• Establish and maintain operational rhythms, including daily queue monitoring, weekly triage meetings, monthly business reviews, and quarterly planning sessions.
• Oversee the consolidation of support software and define the roadmap for internal tools.
• Analyze client feedback to identify trends and influence priorities within Product, Engineering, and leadership.

Requirements

• At least eight years of professional experience in customer support, client experience, or client operations.
• Proven history of scaling and leading support teams within high-growth fintech, financial services, exchange, or crypto sectors.
• Demonstrated success in merging siloed or fragmented support functions into a unified operating model.
• Experience designing and managing global, offshore, follow-the-sun support structures.
• Proficiency with major support platforms such as Intercom, Zendesk, HubSpot, or Pylon.
• Ability to navigate the intersection of support operations and regulatory compliance.
• Strong analytical skills for defining SLA and CSAT targets and interpreting performance dashboards.
• Excellent stakeholder management abilities to align senior leadership and drive organizational change.
• Superior written and verbal communication skills paired with a strong sense of ownership.

Nice to have

• Background in scaling support for large consumer and institutional financial platforms.
• Knowledge of perpetuals, derivatives, tokenized assets, or regulated crypto products.
• Experience establishing Solutions Engineering or technical support functions.
• Track record of building VIP, private client, or partner relationship management programs.
• Ability to provide multilingual support, such as Mandarin or Spanish.
• Experience managing knowledge bases and QA foundations for AI-enabled deflection strategies.

What the company offers

• Competitive compensation package comprising salary, future token rights, and/or equity.
• Comprehensive health benefits including medical, vision, and dental coverage.
• Flexible vacation policy with unlimited PTO.
• Remote-first work environment with a team distributed across multiple countries.

About the company

Solana AG is an early-stage organization where team members play a pivotal role in shaping the company's vision, culture, and design practices.

• Opportunity to be an early team member influencing company vision and culture.
• Remote-first team structure with global distribution.