{"schemaVersion":"jobsearcher.job.v1","id":"ec79cbb4908ed0039badccbb","url":"https://jobsearcher.com/jobs/ec79cbb4908ed0039badccbb","canonicalUrl":"https://jobsearcher.com/jobs/ec79cbb4908ed0039badccbb","title":"Director, Customer Experience, Trading API","description":"Director, Customer Experience, Trading API\nPosted Today\nWho We Are:\nAlpaca is a US-headquartered, global leader in agent-first brokerage infrastructure for stocks, ETFs, options, crypto, fixed income, 24/5 trading, and more.\nAmongst our subsidiaries, Alpaca is a licensed financial services company, serving hundreds of financial institutions across 40 countries with our institutional-grade APIs. This includes broker-dealers, investment advisors, wealth managers, hedge funds, and crypto exchanges, totalling over 10 million brokerage accounts.\nOur global team is a diverse group of experienced engineers, traders, and brokerage professionals who are working to achieve our mission of opening financial services to everyone on the planet. We're deeply committed to open-source contributions and fostering a vibrant community, continuously enhancing our award-winning, developer-friendly API and the robust infrastructure behind it.\nAlpaca is proudly backed by $400 million in funding from top-tier global investors including Portage Ventures, Spark Capital, Tribe Capital, Social Leverage, Horizons Ventures, Opera Tech Ventures, SBI Group, Derayah Financial, Unbound, Peak XV, Elefund, and Y Combinator.\nOur Team Members:\nWe're a dynamic team of 400+ globally distributed members who thrive working from our favorite places around the world, with teammates spanning the USA, Canada, Japan, Hungary, Nigeria, Brazil, the UK, and beyond!\nWe're searching for passionate individuals eager to contribute to Alpaca's rapid growth. If you align with our core values—Stay Curious, Have Empathy, and Be Accountable—and are ready to make a significant impact, we encourage you to apply.\nYour Role:\nAlpaca is looking for a Director of Customer Experience to lead and develop the customer-facing support functions across Trading API.\nTrading API serves a diverse and increasingly sophisticated customer base, from active traders and developers to trading firms and institutional customers. As we expand our products, markets, and global customer base, the customer experience function needs to scale with the complexity and demands of the business.\nThis role will lead our existing teams across General Support and VIP Support and evolve how we support customers globally. The Director will build a follow-the-sun operating model, develop the team and its capabilities, establish clear service standards and use data, AI, and automation to continuously improve how we serve customers.\nThe role will also be a key partner to Product, Engineering, Trading, Operations, and Compliance. Customer interactions provide an important source of insight into where customers encounter friction and where our products and processes can improve. The Director will be responsible for turning those insights into actionable feedback and working across the organization to drive improvements to the customer experience.\nWe expect this person to spend time understanding the customer experience firsthand, particularly early on. They should develop a deep understanding of how customers use Alpaca, the issues they encounter, and how those issues move through the organization. The goal is to translate that knowledge into a high-performing global function that can scale with Trading API.\nKey Responsibilities\nCustomer Support and Global Coverage\n\nLead and develop the Trading API customer support team\nBuild a follow-the-sun model providing 24/5 coverage and ultimately 24/7\nEstablish service levels, escalation paths, and effective handoffs across regions\nEnsure timely, high-quality support across Trading API products\nIdentify recurring issues and partner across teams to address root causes\n\nData, AI and Continuous Improvement\n\nEstablish KPIs across service levels, resolution times, customer satisfaction, escalations, and other measures of customer experience\nBuild reporting to identify trends, customer friction, and areas for improvement Use data to set goals and continuously improve team performance\nOwn the use and fine-tuning of customer-facing AI support\nUse AI, automation, and self-service tools to improve quality and scalability\n\nVIP and Institutional Support\n\nBuild a differentiated support model for customers with greater scale, complexity, or support requirements\nEnsure VIP customers have responsive escalation paths for critical issues\nBuild strong knowledge of customer integrations, trading workflows, and operational requirements\nStrategize with the Head of Trading to establish a trading desk with smooth handoffs for institutional orders\nWork closely with the business owners responsible for VIP and institutional customer relationships\n\nCustomer Experience and Product Partnership\n\nBuild a structured process for identifying recurring customer pain points\nPartner with Product to improve onboarding, usability, self-service, and the overall customer experience\nUse data and customer feedback to identify and prioritize areas for improvement\nRepresent the needs of Trading API customers and identify opportunities to make the platform easier to use\nMeasure the impact of customer experience initiatives\n\nLeadership and Team Development\n\nLead, coach, QA and develop the existing customer-facing support teams\nEvolve the organization, processes, and staffing model as Trading API scales\nEstablish clear goals, accountability, and a data-driven operating culture\nHire and develop talent as the organization grows\nStay close to customers and frontline teams while building a function that does not depend on the Director to manage individual issues\n\nWho You Are\n\nExperienced building and leading customer-facing teams in brokerage, trading, or financial markets\nStrong understanding of brokerage products, trading workflows, order lifecycle, and the needs of active and institutional traders\nSeries 7 required\nSeries 24 required, or ability to obtain the Series 24 within an agreed timeframe after joining\nStrong people leader with experience developing existing teams\nExperience managing customer support across multiple regions and time zones\nHighly data-driven with experience establishing and managing against KPIs\nTechnically fluent and comfortable with APIs, integrations, and complex customer issues\nExperience using AI and automation to improve customer support\nStrong cross-functional operator who can work across Product, Engineering, Trading, Operations, Compliance, and Sales\n\nHow We Take Care of You:\n\nCompetitive Salary & Stock Options\nNew Hire Home-Office Setup: One-time USD $500\nMonthly Stipend: USD $150 per month via a Brex Card\n\nAlpaca is proud to be an equal opportunity workplace dedicated to pursuing and hiring a diverse workforce.\nFunction Customer Service, Software Engineering\nCompany Size 201-500 employees\nSkills Artificial Intelligence Automation Collaboration Customer Experience Data Analysis KPI Reporting Team Leadership\n#J-18808-Ljbffr","company":"Social Leverage","rawCompany":"social leverage","city":"Eastern","state":"KY","isRemote":false,"isActive":false,"createdAt":"2026-10-14T04:14:49.364Z","occupations":[{"code":"11-3021.00","title":"Computer and Information Systems Managers","slug":"computer-and-information-systems-managers"},{"code":"43-4011.00","title":"Brokerage Clerks","slug":"brokerage-clerks"},{"code":"43-1011.00","title":"First-Line Supervisors of Office and Administrative Support Workers","slug":"first-line-supervisors-of-office-and-administrative-support-workers"}],"industries":[{"code":"513210","title":"Software Publishers","slug":"software-publishers"},{"code":"541511","title":"Custom Computer Programming Services","slug":"custom-computer-programming-services"},{"code":"523910","title":"Miscellaneous Intermediation","slug":"miscellaneous-intermediation"}],"jobPosting":{"@context":"https://schema.org","@type":"JobPosting","title":"Director, Customer Experience, Trading API","description":"Director, Customer Experience, Trading API\nPosted Today\nWho We Are:\nAlpaca is a US-headquartered, global leader in agent-first brokerage infrastructure for stocks, ETFs, options, crypto, fixed income, 24/5 trading, and more.\nAmongst our subsidiaries, Alpaca is a licensed financial services company, serving hundreds of financial institutions across 40 countries with our institutional-grade APIs. This includes broker-dealers, investment advisors, wealth managers, hedge funds, and crypto exchanges, totalling over 10 million brokerage accounts.\nOur global team is a diverse group of experienced engineers, traders, and brokerage professionals who are working to achieve our mission of opening financial services to everyone on the planet. We're deeply committed to open-source contributions and fostering a vibrant community, continuously enhancing our award-winning, developer-friendly API and the robust infrastructure behind it.\nAlpaca is proudly backed by $400 million in funding from top-tier global investors including Portage Ventures, Spark Capital, Tribe Capital, Social Leverage, Horizons Ventures, Opera Tech Ventures, SBI Group, Derayah Financial, Unbound, Peak XV, Elefund, and Y Combinator.\nOur Team Members:\nWe're a dynamic team of 400+ globally distributed members who thrive working from our favorite places around the world, with teammates spanning the USA, Canada, Japan, Hungary, Nigeria, Brazil, the UK, and beyond!\nWe're searching for passionate individuals eager to contribute to Alpaca's rapid growth. If you align with our core values—Stay Curious, Have Empathy, and Be Accountable—and are ready to make a significant impact, we encourage you to apply.\nYour Role:\nAlpaca is looking for a Director of Customer Experience to lead and develop the customer-facing support functions across Trading API.\nTrading API serves a diverse and increasingly sophisticated customer base, from active traders and developers to trading firms and institutional customers. As we expand our products, markets, and global customer base, the customer experience function needs to scale with the complexity and demands of the business.\nThis role will lead our existing teams across General Support and VIP Support and evolve how we support customers globally. The Director will build a follow-the-sun operating model, develop the team and its capabilities, establish clear service standards and use data, AI, and automation to continuously improve how we serve customers.\nThe role will also be a key partner to Product, Engineering, Trading, Operations, and Compliance. Customer interactions provide an important source of insight into where customers encounter friction and where our products and processes can improve. The Director will be responsible for turning those insights into actionable feedback and working across the organization to drive improvements to the customer experience.\nWe expect this person to spend time understanding the customer experience firsthand, particularly early on. They should develop a deep understanding of how customers use Alpaca, the issues they encounter, and how those issues move through the organization. The goal is to translate that knowledge into a high-performing global function that can scale with Trading API.\nKey Responsibilities\nCustomer Support and Global Coverage\n\nLead and develop the Trading API customer support team\nBuild a follow-the-sun model providing 24/5 coverage and ultimately 24/7\nEstablish service levels, escalation paths, and effective handoffs across regions\nEnsure timely, high-quality support across Trading API products\nIdentify recurring issues and partner across teams to address root causes\n\nData, AI and Continuous Improvement\n\nEstablish KPIs across service levels, resolution times, customer satisfaction, escalations, and other measures of customer experience\nBuild reporting to identify trends, customer friction, and areas for improvement Use data to set goals and continuously improve team performance\nOwn the use and fine-tuning of customer-facing AI support\nUse AI, automation, and self-service tools to improve quality and scalability\n\nVIP and Institutional Support\n\nBuild a differentiated support model for customers with greater scale, complexity, or support requirements\nEnsure VIP customers have responsive escalation paths for critical issues\nBuild strong knowledge of customer integrations, trading workflows, and operational requirements\nStrategize with the Head of Trading to establish a trading desk with smooth handoffs for institutional orders\nWork closely with the business owners responsible for VIP and institutional customer relationships\n\nCustomer Experience and Product Partnership\n\nBuild a structured process for identifying recurring customer pain points\nPartner with Product to improve onboarding, usability, self-service, and the overall customer experience\nUse data and customer feedback to identify and prioritize areas for improvement\nRepresent the needs of Trading API customers and identify opportunities to make the platform easier to use\nMeasure the impact of customer experience initiatives\n\nLeadership and Team Development\n\nLead, coach, QA and develop the existing customer-facing support teams\nEvolve the organization, processes, and staffing model as Trading API scales\nEstablish clear goals, accountability, and a data-driven operating culture\nHire and develop talent as the organization grows\nStay close to customers and frontline teams while building a function that does not depend on the Director to manage individual issues\n\nWho You Are\n\nExperienced building and leading customer-facing teams in brokerage, trading, or financial markets\nStrong understanding of brokerage products, trading workflows, order lifecycle, and the needs of active and institutional traders\nSeries 7 required\nSeries 24 required, or ability to obtain the Series 24 within an agreed timeframe after joining\nStrong people leader with experience developing existing teams\nExperience managing customer support across multiple regions and time zones\nHighly data-driven with experience establishing and managing against KPIs\nTechnically fluent and comfortable with APIs, integrations, and complex customer issues\nExperience using AI and automation to improve customer support\nStrong cross-functional operator who can work across Product, Engineering, Trading, Operations, Compliance, and Sales\n\nHow We Take Care of You:\n\nCompetitive Salary & Stock Options\nNew Hire Home-Office Setup: One-time USD $500\nMonthly Stipend: USD $150 per month via a Brex Card\n\nAlpaca is proud to be an equal opportunity workplace dedicated to pursuing and hiring a diverse workforce.\nFunction Customer Service, Software Engineering\nCompany Size 201-500 employees\nSkills Artificial Intelligence Automation Collaboration Customer Experience Data Analysis KPI Reporting Team Leadership\n#J-18808-Ljbffr","datePosted":"2026-10-14T04:14:49.364Z","dateModified":"2026-10-14T04:14:49.364Z","hiringOrganization":{"@type":"Organization","name":"Social Leverage","sameAs":"https://jobsearcher.com"},"jobLocation":{"@type":"Place","address":{"@type":"PostalAddress","addressLocality":"Eastern","addressRegion":"KY","addressCountry":"US"}},"identifier":{"@type":"PropertyValue","name":"JobSearcher","value":"ec79cbb4908ed0039badccbb"},"url":"https://jobsearcher.com/jobs/ec79cbb4908ed0039badccbb"}}