Director, Customer Experience, Trading API

📋 Description

• 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
• Ensure timely, high-quality support across Trading API products
• Identify recurring issues and partner across teams to address root causes
• Establish KPIs across service levels, resolution times, customer satisfaction, escalations, and

🎯 Requirements

• Experienced building and leading customer-facing teams in brokerage, trading, or financial markets
• Strong understanding of brokerage products, trading workflows, order lifecycle, and the needs of
• Series 7 required
• Series 24 required, or ability to obtain the Series 24 within an agreed timeframe after joining
• Strong people leader with experience developing existing teams
• Experience managing customer support across multiple regions and time zones

🎁 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