Seasoned Global Director of Customer Experience & Support Leadership – Driving Excellence in Trading API & Institutional Client Services at brighthush

About brighthush

brighthush is a trailblazing fintech powerhouse redefining how financial markets connect with next‑generation technology. Our mission is simple yet ambitious: democratize access to sophisticated brokerage services by delivering a robust, agent‑first API platform that powers stocks, ETFs, options, crypto, fixed income, and more. With a lightning‑fast execution engine, unwavering reliability, and developer‑friendly interfaces, we enable thousands of institutions—broker‑dealers, investment advisors, wealth managers, hedge funds, and crypto exchanges—to launch and scale their own trading solutions.

Operating in over 40 countries and supporting more than 10 million brokerage accounts worldwide, our global team of 400+ professionals spans the Americas, Europe, Asia, and Africa. We collaborate across time zones, working from their preferred locations while delivering world‑class service. At brighthush, we are deeply committed to open‑source contributions, community engagement, and relentless innovation. With $400 million in funding from leading global investors, we are poised for rapid expansion as we broaden our product suite and deepen our market reach.

Why This Role Matters

Customer experience is the heartbeat of any fintech platform, especially one that serves a diverse ecosystem of traders, developers, and institutional partners. As the Director of Global Customer Experience & Support Leadership, you will be the strategic architect responsible for shaping and scaling the customer‑facing support function across our Trading API ecosystem. Your vision will translate into a seamless, follow‑the‑sun operating model, high‑performing teams, and data‑driven processes that elevate satisfaction, reduce churn, and accelerate product adoption.

Key Responsibilities

1. Build and Scale a World‑Class Global Support Organization

• Lead, coach, and grow the Trading API customer support team across multiple regions, ensuring cultural sensitivity and operational excellence.
• Design and implement a follow‑the‑sun model that delivers 24/5 coverage, with a clear roadmap toward 24/7 support as the business scales.
• Define and enforce service level agreements (SLAs), escalation procedures, and handoff protocols to guarantee seamless support across time zones.
• Maintain high quality and timely resolution of support tickets for all Trading API products, driving continuous improvement in first‑contact resolution.
• Identify recurring issues and collaborate with cross‑functional teams—Product, Engineering, Trading, Operations, Compliance, and Sales—to address root causes and prevent recurrence.

2. Champion Data‑Driven Excellence

• Establish and monitor key performance indicators (KPIs) such as response time, resolution time, customer satisfaction (CSAT), net promoter score (NPS), and escalation rates.
• Build dashboards and reporting tools that surface trends, friction points, and improvement opportunities, enabling data‑driven decision making.
• Use data to set ambitious goals, track progress, and drive continuous improvement across the support organization.
• Own the deployment and fine‑tuning of AI‑powered customer support solutions, including chatbots, automated ticket routing, and predictive analytics.
• Implement self‑service tools, knowledge bases, and automation to increase efficiency, scalability, and customer empowerment.

3. Deliver VIP & Institutional Excellence

• Develop a differentiated support model for high‑volume, complex, or high‑value customers, ensuring they receive priority attention.
• Guarantee VIP customers have rapid escalation paths for critical issues and dedicated account managers who understand their unique workflows.
• Build deep knowledge of customer integrations, trading workflows, and operational requirements to anticipate needs and pre‑empt problems.
• Collaborate with the Head of Trading to establish a dedicated trading desk that facilitates smooth handoffs for institutional orders.
• Partner with business owners responsible for VIP and institutional relationships to align support strategies with client expectations.

4. Partner with Product to Drive Customer‑Centric Innovation

• Create a structured process for capturing, categorizing, and prioritizing recurring customer pain points.
• Work closely with Product to enhance onboarding, usability, and self‑service capabilities across the Trading API.
• Leverage customer feedback and data analytics to identify and prioritize improvement initiatives that drive measurable impact.
• Advocate for the needs of Trading API customers in cross‑functional meetings, ensuring the platform remains intuitive and user‑friendly.
• Measure the impact of customer experience initiatives and report outcomes to senior leadership, translating data into actionable insights.

5. Lead, Mentor, and Grow a High‑Performing Team

• Shape the organization’s structure, processes, and staffing model to scale with Trading API growth and evolving market demands.
• Establish clear goals, performance metrics, and a data‑driven operating culture that empowers teams to own outcomes.
• Recruit, hire, and mentor top talent as the organization expands, ensuring a diverse and inclusive workforce.
• Maintain close proximity to customers and frontline teams while building a self‑sufficient function that does not rely on the Director for day‑to‑day issue resolution.
• Foster a culture of accountability, continuous learning, and high performance that aligns with brighthush’s core values.

Essential Qualifications

• Proven experience building and leading customer‑facing teams within brokerage, trading, or financial markets environments.
• Deep understanding of brokerage products, trading workflows, order lifecycle, and the needs of active and institutional traders.
• Series 7 license required; Series 24 license required, or ability to obtain Series 24 within an agreed timeframe after joining.
• Strong people‑leader with a track record of developing high‑performing teams and fostering a culture of excellence.
• Experience managing customer support across multiple regions and time zones, with a focus on service quality and operational efficiency.
• Highly data‑driven mindset with expertise in establishing, monitoring, and acting on KPIs to drive performance.
• Technical fluency and comfort with APIs, integrations, and complex customer issues.
• Experience using AI and automation to improve customer support processes and enhance customer satisfaction.
• Strong cross‑functional collaboration skills, able to work effectively with Product, Engineering, Trading, Operations, Compliance, and Sales.

Preferred Qualifications

• Prior experience in a fast‑paced fintech or fintech‑like environment, where agility and innovation are paramount.
• Background in developing and scaling follow‑the‑sun support models for global customer bases.
• Experience with AI‑driven customer support tools and self‑service platforms that reduce ticket volume and improve resolution times.
• Knowledge of regulatory requirements and compliance frameworks in the financial services industry.
• Track record of driving customer‑centric initiatives that result in measurable improvements in CSAT and NPS.

Skills & Competencies

• Strategic thinking and execution with a laser focus on customer experience.
• Exceptional communication and stakeholder management skills, capable of influencing senior leaders and cross‑functional teams.
• Analytical mindset with proficiency in data analysis tools, dashboards, and reporting platforms.
• Strong problem‑solving abilities and a proactive approach to identifying and resolving issues before they impact customers.
• Leadership presence and the ability to inspire and motivate cross‑functional teams in a high‑growth environment.
• Adaptability and resilience in a rapidly evolving, high‑growth environment, with a passion for continuous learning.

Career Growth & Learning Opportunities

At brighthush, we believe in nurturing talent and providing clear pathways for advancement. As Director of Global Customer Experience, you will shape the future of our support organization, influence product strategy, and collaborate with senior leaders across the company. We offer ongoing professional development, mentorship programs, and access to industry conferences and certifications. Your growth trajectory could lead to executive leadership roles within the Customer Experience or Product divisions, positioning you at the forefront of fintech innovation.

Work Environment & Company Culture

Our culture is built on curiosity, empathy, and accountability. We celebrate diversity, encourage open dialogue, and foster an inclusive environment where every team member can thrive. With a distributed workforce, we value flexibility, trust, and results. You will work alongside passionate engineers, traders, and product experts who are committed to pushing the boundaries of fintech. At brighthush, collaboration is not just a buzzword—it’s a daily practice that fuels our success.

Compensation, Perks & Benefits

• Competitive base salary commensurate with experience and market benchmarks.
• Equity package (stock options) to share in brighthush’s growth and long‑term success.
• Comprehensive health, dental, and vision insurance for you and your family.
• Generous paid time off, flexible work arrangements, and a supportive remote‑first culture.
• One‑time home‑office setup stipend of USD $500 to ensure you have the tools you need.
• Monthly stipend of USD $150 via a company‑issued card for remote work expenses.
• Access to a robust learning and development budget, including courses, certifications, and conferences.
• Participation in company‑wide wellness programs, virtual team events, and community initiatives.

Why Join brighthush?

At brighthush, you will be part of a mission‑driven organization that is reshaping the future of financial services. You will lead a high‑impact function that directly influences how millions of traders and institutions interact with our platform. If you are passionate about delivering world‑class customer experiences, thrive in a fast‑paced environment, and want to grow your career while making a tangible difference, we want to hear from you.

Ready to take the next step? Apply today and help us build the next generation of trading infrastructure.