Director, Customer Experience – Trading API

This is a fully remote position, open to applicants in United States.

📋 Description

• Lead and enhance the Trading API customer support team.

• Develop a follow-the-sun model to provide coverage 24/5, moving toward 24/7.

• Set service levels, escalation protocols, and efficient handoffs across various regions.

• Guarantee prompt, high-quality support for Trading API products.

• Recognize recurring issues and collaborate with teams to tackle root causes.

• Define KPIs focusing on service levels, resolution times, customer satisfaction, escalations, and other customer-experience metrics.

• Create reporting mechanisms to spot trends, customer pain points, and areas for improvement.

• Leverage data to establish objectives and enhance team performance.

• Manage the implementation and refinement of customer-facing AI support.

• Utilize AI, automation, and self-service tools to boost quality and scalability.

• Design specialized support for VIP and institutional clients.

• Set up responsive escalation procedures for urgent VIP matters.

• Cultivate knowledge regarding customer integrations, trading workflows, and operational needs.

• Collaborate with the Head of Trading to create a trading desk that ensures seamless handoffs for institutional orders.

• Work alongside Product teams to enhance onboarding, usability, self-service, and overall customer experience.

• Advocate for Trading API customer needs and pinpoint opportunities for platform enhancement.

• Lead, mentor, assess, and develop customer-oriented support teams.

• Transform the organization, processes, and staffing models as the Trading API expands.

• Set objectives, establish accountability, and foster a data-driven operational culture.

• Recruit and nurture talent as the organization evolves.

• Maintain close connections with customers and frontline teams while building a scalable operation.

⛳️ Requirements

• Proven experience in building and leading customer-centric teams within brokerage, trading, or financial markets.

• Deep understanding of brokerage products, trading workflows, order lifecycle, and the requirements of active and institutional traders.

• Series 7 certification is required.

• Series 24 certification is required, or the ability to obtain it within an agreed timeframe post-hire.

• Strong leadership skills with a background in developing existing teams.

• Experience in managing customer support across diverse regions and time zones.

• Highly data-oriented, with a history of establishing and managing KPIs.

• Technically proficient and comfortable navigating APIs, integrations, and complex customer issues.

• Experience leveraging AI and automation to enhance customer support.

• Strong cross-functional collaborator capable of engaging with Product, Engineering, Trading, Operations, Compliance, and Sales teams.

🏝️ Benefits

• 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.