Director, Customer Experience, Trading API

New

AlpacaBrokerage infrastructure

Remote - Global, Eastern Time ZoneFull-TimeDirector

SalaryCompetitive Salary & Stock Options; New Hire Home-Office Setup: One-time USD $500; Monthly Stipend: USD $150 per month via a Brex Card

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Job Details

Experience building and leading customer-facing teams in brokerage, trading, or financial markets.
Strong understanding of brokerage products, trading workflows, the order lifecycle, and the needs of active and institutional traders.
Series 7 required.
Series 24 required, or ability to obtain Series 24 within an agreed timeframe after joining.
Experience developing existing teams.
Experience managing customer support across multiple regions and time zones.
Experience establishing KPIs and managing against them.
Technical fluency with APIs, integrations, and complex customer issues.
Experience using AI and automation to improve customer support.
Ability to work across Product, Engineering, Trading, Operations, Compliance, and Sales.

Lead and develop the Trading API customer support team.
Build follow-the-sun coverage, progressing from 24/5 to 24/7, with clear service levels, escalation paths, and regional handoffs.
Establish KPIs and reporting for service levels, resolution times, customer satisfaction, escalations, and customer friction.
Use data, AI, automation, and self-service tools to improve support quality and scalability.
Build differentiated support and responsive escalation paths for VIP and institutional customers.
Partner with the Head of Trading to establish a trading desk and smooth handoffs for institutional orders.
Create a structured process for identifying customer pain points and partner with Product to improve onboarding, usability, and self-service.
Lead, coach, QA, and develop support teams, and evolve the organization, processes, and staffing model as Trading API scales.

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