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Senior Director of Support

Omaha, NE

Summary 

The Senior Director of Support is a transformative leader responsible for architecting and executing a trader experience strategy that balances operational excellence, team productivity, and industry-leading responsiveness. This role is accountable for building a high-performance support organization that not only solves problems but also enhances the trader journey, drives loyalty, and fuels business growth. With a robust career in directing top-tier support teams, this leader brings deep operational expertise and a strategic mindset to scale systems, structure, and service models. They partner closely with executive leadership to align support operations with company goals, advocate for the trader voice, and set the vision for what world-class service looks like in a fast-paced, growth-driven environment. This leader drives the transformation from support as a function to support as a competitive advantage, while pushing forward our value of “We are never finished learning, always seeking to improve.”

Key Responsibilities 

Strategic Leadership & Roadmap Development

  • Define and execute the support strategy aligned to business goals, growth plans, and the company’s long-term roadmap.
  • Translate executive vision into scalable systems, initiatives, and process improvements that enhance trader experience.
  • Serve as a strategic advisor to the executive team, informing company-wide priorities based on trader insights and support trends.

Team Leadership & Development

  • Lead, mentor, and scale a high-performing, multi-layered support team — including frontline agents, team leads, and support managers.
  • Build career paths, leadership development, and performance systems that drive engagement and accountability across global teams.
  • Foster a culture rooted in empathy, continuous improvement, and operational excellence.

Operational Excellence

  • Optimize support workflows, escalation protocols, and staffing models to meet SLAs, quality standards, and CSAT goals.
  • Implement tools and technologies (e.g., ticketing systems, chatbots, QA dashboards) that improve efficiency and consistency.
  • Own and report on KPIs, including first response time, resolution time, satisfaction scores, productivity, and cost per contact.

Trader Insights & Cross-Functional Partnership

  • Act as the internal voice of the trader — synthesizing feedback to surface product gaps, inform business decisions, and advocate for their needs.
  • Partner with product, engineering, compliance, marketing, and risk teams to improve end-to-end trader experiences.
  • Collaborate on trader-facing initiatives including onboarding, education, communication, and retention efforts.

Technology, Compliance & Risk Management

  • Ensure robust documentation, audit trails, and compliance with regulatory standards (especially in financial/trading environments, e.g., CFTC).
  • Lead adoption of AI, automation, and omnichannel strategies to future-proof support infrastructure.
  • Maintain data privacy, security, and regulatory compliance across all support operations.

Qualifications 

  • 10+ years of progressive leadership experience in customer support or customer operations, with 5+ years at the Director or Head level overseeing large, distributed teams.
  • Proven success scaling high-volume, multi-channel support operations in fast-paced, high-growth environments.
  • Strong operational acumen with experience managing KPIs, SLAs, workforce management, and performance-based cultures.
  • Deep understanding of support platforms (e.g., Zendesk, Intercom, Salesforce Service Cloud) and analytics tools.
  • Experience working cross-functionally with product, engineering, legal, marketing, and executive leadership.
  • Demonstrated success in leading support in a regulated environment (e.g., fintech, trading, healthcare) is highly preferred.
  • Excellent communication, leadership presence, and the ability to influence across levels.
  • Customer-obsessed, data-driven, and highly adaptable to changing priorities and scaling needs.

Preferred Skills & Competencies

  • Experience implementing automation, chatbots, or AI-assisted service channels.
  • Knowledge of compliance and documentation standards in financial services (e.g., CFTC, FINRA).
  • Change management and transformation leadership experience.
  • Executive-level reporting, board presentation experience, or leadership committee participation.
  • Empathetic leadership style that balances high expectations with high support

Company Culture & Perks 

  • Nine (9) Company-paid Holidays and generous Family Leave. Paid time off is accrued monthly. 
  • Competitive 401(k) matching, health, dental, and vision insurance is offered for full time employees 
  • Vacations are encouraged with a bonus for taking 5 consecutive days. Employee referrals are bonused. Topstep Brokerage offers a food and groceries budget and contributes towards health and wellness.

New Hire Base Salary Range

  • $175,000-$225,000
  • Bonus: This position is eligible for a performance-based bonus as provided by the plan terms and governing documents.
  • The compensation offered will take into account internal equity and may vary depending on the candidate's geographic region, job-related knowledge, skills, and experience among other factors.

Equal Opportunity Employer

Topstep is an Equal Opportunity Employer. We are committed to fostering an inclusive environment where all employees and applicants are valued. All qualified candidates will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, age, disability, or veteran status, in compliance with applicable federal, state, and local laws.

Interested in the role? Apply today with your resume and cover letter!

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