Director, Customer Experience, Trading API

Key Responsibilities

• Customer Support and Global Coverage

- 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

• Data, AI and Continuous Improvement

- Establish KPIs across service levels, resolution times, customer satisfaction, escalations, and other measures of customer experience - Build reporting to identify trends, customer friction, and areas for improvement - Use data to set goals and continuously improve team performance - Own the use and fine-tuning of customer-facing AI support - Use AI, automation, and self-service tools to improve quality and scalability

• VIP and Institutional Support

- Build a differentiated support model for customers with greater scale, complexity, or support requirements - Ensure VIP customers have responsive escalation paths for critical issues - Build strong knowledge of customer integrations, trading workflows, and operational requirements - Strategize with the Head of Trading to establish a trading desk with smooth handoffs for institutional orders - Work closely with the business owners responsible for VIP and institutional customer relationships

• Customer Experience and Product Partnership

- Build a structured process for identifying recurring customer pain points - Partner with Product to improve onboarding, usability, self-service, and the overall customer experience - Use data and customer feedback to identify and prioritize areas for improvement - Represent the needs of Trading API customers and identify opportunities to make the platform easier to use - Measure the impact of customer experience initiatives

• Leadership and Team Development

- Lead, coach, QA and develop the existing customer-facing support teams - Evolve the organization, processes, and staffing model as Trading API scales - Establish clear goals, accountability, and a data-driven operating culture - Hire and develop talent as the organization grows - Stay close to customers and frontline teams while building a function that does not depend on the Director to manage individual issues