Director, Customer Experience, Trading API

About the Position

Director, Customer Experience, Trading API

Remote - Global (Eastern Time Zone)

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About the Company

Alpaca is a US-headquartered, global leader in agent-first brokerage infrastructure for stocks, ETFs, options, crypto, fixed income, 24/5 trading, and more. Among our subsidiaries, Alpaca is a licensed financial services company, serving hundreds of financial institutions across 40 countries with our institutional-grade APIs. This includes broker-dealers, investment advisors, wealth managers, hedge funds, and crypto exchanges, totaling over 10 million brokerage accounts.

Our global team is a diverse group of experienced engineers, traders, and brokerage professionals who are working to achieve our mission of opening financial services to everyone on the planet. We're deeply committed to open-source contributions and fostering a vibrant community, continuously enhancing our award-winning, developer-friendly API and the robust infrastructure behind it.

Alpaca is proudly backed by $400 million in funding from top-tier global investors including Portage Ventures, Spark Capital, Tribe Capital, Social Leverage, Horizons Ventures, Opera Tech Ventures, SBI Group, Derayah Financial, Unbound, Peak XV, Elefund, and Y Combinator.

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Responsibilities

Customer Support and Global Coverage

• Lead and develop the Trading API customer support team
• Build a follow-the-sun model providing 24/5 coverage and ultimately 24/7
• Establish service levels, escalation paths, and effective handoffs across regions
• Ensure timely, high-quality support across Trading API products
• Identify recurring issues and partner across teams to address root causes

Data, AI and Continuous Improvement

• Establish KPIs across service levels, resolution times, customer satisfaction, escalations, and other measures of customer experience
• Build reporting to identify trends, customer friction, and areas for improvement
• Use data to set goals and continuously improve team performance
• Own the use and fine-tuning of customer-facing AI support
• Use AI, automation, and self-service tools to improve quality and scalability

VIP and Institutional Support

• Build a differentiated support model for customers with greater scale, complexity, or support requirements
• Ensure VIP customers have responsive escalation paths for critical issues
• Build strong knowledge of customer integrations, trading workflows, and operational requirements
• Strategize with the Head of Trading to establish a trading desk with smooth handoffs for institutional orders
• Work closely with the business owners responsible for VIP and institutional customer relationships

Customer Experience and Product Partnership

• Build a structured process for identifying recurring customer pain points
• Partner with Product to improve onboarding, usability, self-service, and the overall customer experience
• Use data and customer feedback to identify and prioritize areas for improvement
• Represent the needs of Trading API customers and identify opportunities to make the platform easier to use
• Measure the impact of customer experience initiatives

Leadership and Team Development

• Lead, coach, QA and develop the existing customer-facing support teams
• Evolve the organization, processes, and staffing model as Trading API scales
• Establish clear goals, accountability, and a data-driven operating culture
• Hire and develop talent as the organization grows
• Stay close to customers and frontline teams while building a function that does not depend on the Director to manage individual issues

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Requirements

• Experienced building and leading customer-facing teams in brokerage, trading, or financial markets
• Strong understanding of brokerage products, trading workflows, order lifecycle, and the needs of active and institutional traders
• Series 7 required
• Series 24 required, or ability to obtain the Series 24 within an agreed timeframe after joining
• Strong people leader with experience developing existing teams
• Experience managing customer support across multiple regions and time zones
• Highly data-driven with experience establishing and managing against KPIs
• Technically fluent and comfortable with APIs, integrations, and complex customer issues
• Experience using AI and automation to improve customer support
• Strong cross-functional operator who can work across Product, Engineering, Trading, Operations, Compliance, and Sales

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We Offer

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

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Alpaca is proud to be an equal opportunity workplace dedicated to pursuing and hiring a diverse workforce.