Director, Customer Experience, Trading API

Location: Remote - Global; Eastern Time Zone

Company

hirify.global is a US-headquartered financial services and brokerage infrastructure company providing APIs for stocks, ETFs, options, crypto, fixed income, and 24/5 trading to financial institutions in more than 40 countries.

What you will do

• Lead and develop the Trading API customer support organization across General Support and VIP Support.
• Build a follow-the-sun operating model with 24/5 coverage and an eventual 24/7 service.
• Establish service levels, escalation paths, regional handoffs, KPIs, reporting, and data-driven performance goals.
• Use AI, automation, self-service tools, and customer feedback to improve support quality, scalability, onboarding, and product usability.
• Develop differentiated support for VIP and institutional customers, including escalation paths and trading-desk handoffs for institutional orders.
• Partner with Product, Engineering, Trading, Operations, Compliance, and Sales to resolve recurring customer pain points and improve the Trading API experience.

Requirements

• Experience building and leading customer-facing teams in brokerage, trading, or financial markets.
• Strong understanding of brokerage products, trading workflows, order lifecycles, and active and institutional trader needs.
• Series 7 required.
• Series 24 required, or the ability to obtain it within an agreed timeframe after joining.
• Experience managing customer support across multiple regions and time zones, with strong people leadership and team-development skills.
• Experience with KPIs, APIs, integrations, complex customer issues, AI, automation, and cross-functional operations.

Culture & Benefits

• Globally distributed organization with team members across the USA, Canada, Japan, Hungary, Nigeria, Brazil, the UK, and other locations.
• Competitive salary and stock options.
• Health benefits.
• One-time USD $500 new-hire home-office setup benefit.
• USD $150 monthly stipend through a Brex Card.