Director of Global Customer Experience & AI-Driven Support

Alpaca; United States; Remote; USD 180.000 - 240.000; Vollzeit

Zusammenfassung

Alpaca is seeking a Director of Customer Experience to lead and scale the customer-facing support functions across Trading API. You will guide teams from general and VIP support, building a follow-the-sun model to deliver 24/5 coverage and evolving toward 24/7 support.

You’ll partner with Product, Engineering, Trading, Operations, and Compliance to translate customer insights into actionable improvements, leveraging data, AI, and automation to enhance the end-user experience.

Qualifikationen

• 10+ years in customer experience, support, or related roles.
• Experience leading global teams and scaling operations.
• Strong collaboration with product, engineering, and trading teams.

Aufgaben

• Lead and develop the Trading API customer support team.
• Build a follow-the-sun model providing 24/5 coverage and eventually 24/7.
• Establish service levels, escalation paths, and regional handoffs.
• Ensure timely, high-quality support across Trading API products.
• Identify recurring issues and drive root-cause fixes with cross-team partners.
• Develop KPIs and reporting to monitor customer experience and trends.
• Own the use and tuning of customer-facing AI support and automation.

Kenntnisse

Leadership

Operations management

Customer service

Data-driven

AI and automation

Jobbeschreibung

Alpaca is seeking a Director of Customer Experience to lead and scale the customer-facing support functions across Trading API. You will guide teams from general and VIP support, building a follow-the-sun model to deliver 24/5 coverage and evolving toward 24/7 support.

You’ll partner with Product, Engineering, Trading, Operations, and Compliance to translate customer insights into actionable improvements, leveraging data, AI, and automation to enhance the end-user experience.