Alpaca

Alpaca is a developer-first API for stock and crypto trading, offering easy-to-use APIs for building apps and trading algorithms.

Capital Markets

Financials

51-250 (167)

Founded 2015

$87M raised

61 open positions

Links

View All Jobs

Director, Customer Experience, Trading API

2 hours, 21 minutes ago

United States

Full-time

Executive

Customer Support

Customer and Technical Support

Apply Now

Alpaca

Alpaca is a developer-first API for stock and crypto trading, offering easy-to-use APIs for building apps and trading algorithms.

Capital Markets

51-250

Founded 2015

$87M raised

View All Jobs 61

Description

Lead and develop Trading API General Support and VIP Support teams.
Build a follow-the-sun operating model with 24/5 coverage and an eventual 24/7 model.
Establish service levels, escalation paths, regional handoffs, and support quality standards.
Define KPIs and reporting for resolution times, customer satisfaction, escalations, and service performance.
Use AI, automation, and self-service tools to improve support quality and scalability.
Develop differentiated support and escalation models for VIP and institutional customers.
Partner with Trading to establish a trading desk and smooth institutional-order handoffs.
Identify recurring customer pain points and work with Product, Engineering, Operations, Compliance, and other teams to resolve root causes.
Hire, coach, and develop team members while evolving organizational processes and staffing models.

Requirements

Experience building and leading customer-facing teams in brokerage, trading, or financial markets.
Strong understanding of brokerage products, trading workflows, order lifecycles, and active and institutional trader needs.
Series 7 license required.
Series 24 license required, or ability to obtain it within an agreed timeframe after joining.
Experience managing customer support across multiple regions and time zones.
Strong people leadership and experience developing existing teams.
Data-driven experience establishing and managing against KPIs.
Technical fluency with APIs, integrations, and complex customer issues.
Experience using AI and automation to improve customer support.
Strong cross-functional collaboration skills across Product, Engineering, Trading, Operations, Compliance, and Sales.

Benefits

Competitive salary and stock options.
Health benefits.
One-time $500 home-office setup allowance for new hires.
$150 monthly stipend through a Brex Card.
Globally distributed work environment.

Interested in this position?

Apply directly on the company website

Apply Now

Similar Roles

Customer Support Specialist (Retail Operations)

Fresh Prints 251-1K Textiles, Apparel & Luxury Goods

Customer Support Specialist at TVP, through Frontier, supporting multiple retail and e-commerce brands by resolving customer inquiries and managing related order, fulfillment, and inventory operations.

India Junior Customer Support

$10k-$13k

E-commerce Shopify

2 hours, 21 minutes ago

Apply

2 hours, 21 minutes ago

Senior Care Support Associate

Maven Clinic 251-1K Health Care Providers & Services

Maven Clinic is hiring a Senior Care Support Associate to provide specialized, multi-channel support for members and providers while improving care support operations through quality assurance, bug triage, and workflow ownership.