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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in leading customer-facing support teams within the brokerage and trading sectors, focusing on the development of scalable operations, effective use of AI and automation, and a data-driven approach to performance management. Proficient in establishing service levels, KPIs, and enhancing customer experience through strategic partnerships across multiple functions.
Highest-signal resume keywords
Customer-Facing Team LeadershipBrokerage Product KnowledgeKPI ManagementAPI and Integration FluencyAI and Automation Utilization
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Customer Support ManagementTrading WorkflowsOrder Lifecycle UnderstandingData AnalysisKPI EstablishmentProblem ResolutionTeam DevelopmentOperational Requirements KnowledgeEscalation ManagementCustomer Experience Improvement
Soft Skills
People LeadershipCross-Functional CollaborationCoaching and MentoringStrategic ThinkingCommunication
Tools & Technologies
AI Support ToolsAutomation ToolsSelf-Service ToolsReporting ToolsCustomer Relationship Management Systems
Certifications & Qualifications
Series 7Series 24
Industry Keywords
BrokerageTradingFinancial MarketsCustomer ExperienceVIP SupportInstitutional TradingOperational ScalabilityData-Driven CultureService LevelsCustomer Satisfaction
About the role
Key responsibilities & impact- 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 other customer-experience measures
- Build reporting to identify trends, customer friction, and improvement areas
- Use data to set goals and 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
- Build differentiated support for VIP and institutional customers
- Establish responsive escalation paths for critical VIP issues
- Develop 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
- Partner with Product to improve onboarding, usability, self-service, and overall customer experience
- Represent Trading API customer needs and identify platform improvements
- Lead, coach, QA, and develop customer-facing support teams
- Evolve the organization, processes, and staffing model as Trading API scales
- Establish 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 scalable function
Requirements
What you’ll need- 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 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
- 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
Benefits
Comp & perks- 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