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Alpaca is a US-headquartered global leader in agent-first brokerage infrastructure serving stocks, ETFs, options, crypto, fixed income, and 24/5 trading. The company is a licensed financial services provider serving hundreds of financial institutions across 40 countries with institutional-grade APIs, including broker-dealers, investment advisors, wealth managers, hedge funds, and crypto exchanges, totaling over 10 million brokerage accounts. Backed by $400 million in funding from top-tier investors including Portage Ventures, Spark Capital, Tribe Capital, and Y Combinator, Alpaca operates a globally distributed team of 400+ members.
You will lead and develop the customer-facing support functions across Trading API, which serves a diverse customer base ranging from active traders and developers to trading firms and institutional customers. This is a people-leadership role managing existing General Support and VIP Support teams while building a follow-the-sun operating model to provide 24/5 coverage (scaling to 24/7) across multiple regions and time zones.
Key responsibilities include: leading and developing the Trading API customer support team; establishing service levels, escalation paths, and effective handoffs across regions; establishing KPIs for service levels, resolution times, customer satisfaction, and escalations; building reporting to identify trends and areas for improvement; owning the use and fine-tuning of customer-facing AI support tools; building a differentiated support model for VIP and institutional customers; partnering with Product, Engineering, Trading, Operations, and Compliance to identify recurring customer pain points and drive improvements; and developing talent as the organization grows.
You will be responsible for translating customer insights into actionable feedback across the organization, establishing clear goals and accountability, and building a data-driven operating culture. Early in the role, you will spend significant time understanding the customer experience firsthand, learning how customers use Alpaca, the issues they encounter, and how those issues move through the organization.
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 active and institutional traders
- Series 7 required
- Series 24 required, or ability to obtain within an agreed timeframe after joining
- Strong people leader with experience developing existing teams
- Experience managing customer support across multiple regions and time zones
- Highly data-driven with experience establishing and managing against KPIs
- Technically fluent and comfortable with APIs, integrations, and complex customer issues
- Experience using AI and automation to improve customer support
- Strong cross-functional operator who can work across Product, Engineering, Trading, Operations, Compliance, and Sales
