Director, Global Customer Experience – Trading API

Diiirect Inc.; Alabama; Hybrid; USD 140,000 - 210,000; Full time

Benefits offered by this job

Salary & Stock options

Health benefits

Home-office setup (USD 500)

Monthly stipend (USD 150)

Job summary

Alpaca is looking for a Director of Customer Experience to lead and develop the customer-facing support functions across Trading API. This role will build a follow-the-sun operating model, establish service standards, and partner with Product, Engineering, Trading, Operations, and Compliance to scale the function globally.

The ideal candidate will lead teams across General Support and VIP/Institutional Support, drive data-driven improvements, and leverage AI and automation to enhance customer

Qualifications

• Experience leading customer-facing teams in brokerage or financial markets.
• Strong understanding of trading workflows and order lifecycle.
• Series 7 required; Series 24 within agreed timeframe.
• Technically fluent with APIs, integrations, and complex issues.

Responsibilities

• Lead and develop the Trading API customer support team.
• Establish 24/5/24/7 coverage model and service levels.
• Partner with Product, Engineering, Trading, Operations and Compliance.
• Build KPIs and reporting to improve customer experience.
• Drive AI and automation initiatives to scale support.

Skills

Leadership

Brokerage knowledge

Data-driven

APIs familiarity

Education

Series 7

Series 24

Tools

APIs

Integrations

Job description

Alpaca is looking for a Director of Customer Experience to lead and develop the customer-facing support functions across Trading API. This role will build a follow-the-sun operating model, establish service standards, and partner with Product, Engineering, Trading, Operations, and Compliance to scale the function globally.

The ideal candidate will lead teams across General Support and VIP/Institutional Support, drive data-driven improvements, and leverage AI and automation to enhance customer