Customer Experience Manager, Advanced Services

Join the Future of Finance

We are building an elite team, applying frontier technologies to the world’s biggest financial problems. As a Customer Experience Manager, Advanced Services, you will lead a specialized customer-facing team dealing with complex equities and derivatives.

Responsibilities

• Support key initiatives improving customer experience metrics by collaborating with cross-functional teams.
• Develop deep subject matter expertise in Options, Margin, Futures, and Prediction Markets to effectively lead and resolve technical customer queries.
• Resolve escalated and complex customer issues using internal tools like Salesforce and Twilio.
• Utilize customer insights and data analytics to identify trends, escalate findings, and propose customer-centric solutions.
• Balance business integrity and strict regulatory compliance in all customer interactions.
• Contribute to internal knowledge bases, training content, and onboarding processes to improve team readiness and effectiveness.

Requirements

• Active FINRA Series 7, 63, and 24 (or 9/10) required.
• Series 3 required within 90 days of hire.
• Proven leadership experience, such as a Team Lead or Manager role, with a proven ability to drive results.
• Strong subject-matter expertise in financial services, specifically Equities, Corporate Actions, and advanced derivative products.
• Strong critical thinking and analytical skills.
• The ability to concisely and accurately communicate complex financial topics.

Leadership Expectations

• Drive high performance by setting clear, focused goals, giving real-time feedback, stretching top talent, and scaling impact through focus, innovation, and tech.
• Hire and retain top talent by setting a high bar, hiring only those who raise it, investing in onboarding, and addressing talent issues quickly and fairly.
• Create community by connecting work to purpose, removing friction while prioritizing safety, building trust and inclusion, and leading from the front with integrity.

Benefits

• Challenging, high-impact work to grow your career.
• Performance-driven compensation with multipliers for outsized impact, bonus programs, equity ownership, and 401(k) matching.
• Best-in-class benefits to fuel your work, including 100% paid health insurance for employees with 90% coverage for dependents.
• Lifestyle wallet , a highly flexible benefits spending account for wellness, learning, and more.
• Employer-paid life & disability insurance, fertility benefits, and mental health benefits.
• Time off to recharge including company holidays, paid time off, sick time, parental leave, and more!
• Exceptional office experience with catered meals, events, and comfortable workspaces.

Salary Range

The expected base pay range for this role is $96,900-$114,000 USD.