Director of Customer Experience Trading API

Skills

About the Role

You will lead and develop global Trading API support functions. You will establish service standards, global coverage, escalation paths, KPIs, and AI-enabled support improvements. You will turn customer feedback into product and operational improvements, develop VIP support, and grow a high-performing support organization.

Requirements

• Experience building and leading customer-facing teams in brokerage, trading, or financial markets
• Understanding of brokerage products, trading workflows, order lifecycle, and active and institutional trader needs
• Series 7 license
• Series 24 license or ability to obtain it after joining
• Experience developing existing teams
• Experience managing customer support across regions and time zones
• Experience establishing and managing KPIs
• Technical fluency with APIs, integrations, and complex customer issues
• Experience using AI and automation for customer support
• Cross-functional collaboration with Product, Engineering, Trading, Operations, Compliance, and Sales

Responsibilities

• Lead and develop the Trading API customer support team
• Build a follow-the-sun support model with 24/5 coverage
• Establish service levels, escalation paths, and regional handoffs
• Ensure timely, high-quality support across Trading API products
• Identify recurring issues and address root causes with cross-functional partners
• Establish customer experience KPIs and reporting
• Use data, AI, automation, and self-service tools to improve support quality and scalability
• Build differentiated support for VIP and institutional customers
• Partner with Product to improve onboarding, usability, and self-service
• Lead, coach, QA, hire, and develop customer-facing support teams

Benefits

• Stock options
• Health benefits
• One-time USD 500 home-office setup
• USD 150 monthly stipend via Brex Card