Teams at Alpaca

Lead Alpaca’s global Trading API customer experience organization, including General and VIP Support. Build a follow-the-sun coverage model, establish service standards and KPIs, improve support through data, AI, automation, and self-service, and develop high-performing teams. Partner with Product, Engineering, Trading, Operations, Compliance, and Sales to resolve recurring issues, improve customer workflows, and support institutional trading customers.

Owns execution of the enterprise risk management program for a regulated financial services company. Responsibilities include managing risk intake, maintaining risk registers in Vanta, validating residual scores, tracking mitigation plans, defining KRIs, coordinating cross-functional risk leads, identifying emerging risks, and preparing executive and board reporting. The role also supports ERM governance workflows, local entity risk updates, escalation processes, and risk-management playbooks.

Serve as the technical and product expert for enterprise partners, supporting API integrations, onboarding, solution design, demos, RFPs, security questionnaires, and technical sales engagements. Manage customer relationships, translate business and regulatory requirements for global product and engineering teams, coordinate with local partners and regulators, and support localized product adoption. The role requires strong API and integration expertise, Mandarin fluency, enterprise customer experience, and collaboration across sales, product, engineering, compliance, and operations.