Global Director of Customer Experience, Trading API

Portage Ventures GP Inc.

New York (NY)

On-site

USD 180,000 - 260,000

Full time

4 days ago

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Benefits offered by this job

Competitive Salary & Stock Options

Health Benefits

Home-Office Setup (USD 500)

Monthly Stipend (USD 150)

Job summary

Alpaca is seeking a Director of Customer Experience to lead and scale the customer-facing support functions across Trading API. You will establish a follow‑the‑sun operating model, set service standards, and use data, AI, and automation to continuously improve the customer experience.

You will partner with Product, Engineering, Trading, Operations, and Compliance to translate customer insights into actionable product and process improvements, building a high-performance global function for

Qualifications

Series 7 required.
Series 24 required, or ability to obtain within a defined timeframe after joining.
Experience building and leading customer-facing teams in brokerage, trading, or financial markets.
Strong, data-driven approach with KPI management.
Technically fluent with APIs, integrations, and complex customer issues.

Responsibilities

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.
Partner with Product, Engineering, Trading, Operations, and Compliance to drive improvements.
Develop insights from customer feedback and translate into actionable improvements.
Hire, coach and develop talent as the organization scales.