Director of Global Customer Experience, Trading API

Social Leverage LLC; New York, Northern (NY, KY); Hybrid; USD 180,000 - 240,000; Full time

Benefits offered by this job

Stock options

Home-office setup

Monthly stipend

Job summary

Alpaca is seeking a Director of Customer Experience for the Trading API to lead and scale our global customer support. You will oversee General and VIP support, set service levels, and work with Product, Engineering, and Compliance to turn customer insights into action.

The role requires strong leadership, broker-dealer experience, and the ability to drive data-driven improvements across a distributed team. A global, remote-friendly setup with cross-border collaboration is expected.

Qualifications

• Series 7 certification required.
• Series 24 certification required or obtainable within timeframe.
• Strong understanding of brokerage products and trading workflows.

Responsibilities

• Lead Trading API customer support across global regions and teams.
• Establish a follow-the-sun operating model (24/5, aiming for 24/7).
• Define service levels, escalation paths, and cross-region handoffs.
• Develop KPIs and reporting to monitor customer experience and performance.
• Partner with Product, Engineering, Trading, Operations and Compliance to drive improvements.
• Build knowledge of integrations and trading workflows for VIP/institutional customers.

Skills

Series 7

Series 24

Trading knowledge

Data-driven

Leadership

Tools

APIs

Job description

Alpaca is seeking a Director of Customer Experience for the Trading API to lead and scale our global customer support. You will oversee General and VIP support, set service levels, and work with Product, Engineering, and Compliance to turn customer insights into action.

The role requires strong leadership, broker-dealer experience, and the ability to drive data-driven improvements across a distributed team. A global, remote-friendly setup with cross-border collaboration is expected.