Principal, Technical Support Architecture & Service Strategy

WHO WE ARE

Apex Fintech Solutions (AFS) powers innovation and the future of digital wealth management by processing millions of transactions daily, to simplify, automate, and facilitate access to financial markets for all. Our robust suite of fintech solutions enables us to support clients such as Stash, Betterment, SoFi, and Webull, and more than 20 million of our clients' customers.

Collectively, AFS creates an environment in which companies with the biggest ideas in fintech are empowered to change the world. As a global organization, we have offices in Austin, Dallas, Chicago, New York, Portland, Belfast, and Manila.

If you are seeking a fast-paced and entrepreneurial environment where you'll have the opportunity to make an immediate impact, and you have the guts to change everything, this is the place for you.

• 2021, 2020, 2019, and 2018 Best Wealth Management Company - presented by Fintech Breakthrough Awards
• 2021 Most Innovative Companies - presented by Fast Company
• 2021 Best API & Best Trading Technology - presented by Global Fintech Awards

Apex Fintech Solutions is seeking a Principal, Technical Support Architecture & Service Strategy to lead the strategic design of our technical support ecosystem as we transition to 24x7 operations, expand into international markets, and scale to support exponentially higher trading volumes. This is a forward‑looking, business‑aligned role responsible for designing support capabilities ahead of business growth—not reacting to it. Partner with Sales, Product, Strategic Partnerships, and Executive Leadership to translate business strategy into actionable support models, capacity plans, and operational readiness.

The support architecture you design directly impacts customer retention, regulatory compliance, sales win rates, and our ability to execute on growth strategy in a competitive clearing environment.

• Translate business roadmap (new products, markets, customer segments) into support requirements and capacity models
• Design tiered support models and SLA frameworks for diverse customer types (retail investors, advisors, broker‑dealers, institutional)
• Architect 24x7 global support coverage (follow‑the‑sun model: US, EMEA, APAC)
• Build support readiness plans for product launches, market expansions, and new account types before go‑live
• Support a multi‑year support strategy: reactive → proactive → predictive → self‑service

• Sales:
  Embed in sales process for large deals; define support requirements in contracts; participate in RFPs
• Product:
  Join product development early; conduct support impact assessments; establish launch readiness criteria
• Strategic Partnerships:
  Design support models for white‑label partners and channel integrations
• Relationship Management:
  Partner with RMs on concierge support for top‑tier clients; establish QBRs

• Build predictive demand models: forecast support volume based on customer growth, market events, product launches
• Design headcount planning and hiring strategies (US, nearshore, offshore; FTE vs. contractor vs. BPO)
• Optimize cost‑to‑serve through automation, self‑service deflection (target: 30‑50%), and process efficiency
• Implement workforce management tools to optimize scheduling and reduce overstaffing/understaffing

• Influence the support technology roadmap: ticketing (Zendesk, Salesforce Service Cloud), phone, chat, CRM, WFM
• Contribute and influence the firm’s self‑service portal and implement AI chatbots for Tier 0 deflection
• Build analytics infrastructure: support KPIs (CSAT, NPS, FCR, AHT, SLA compliance), executive dashboards, predictive analytics
• Integrate support tooling and knowledge centers with trading platform, account data, and business systems

• Establish quality assurance frameworks and performance management for support teams
• Own knowledge base strategy and documentation standards (runbooks, FAQs, video tutorials)
• Implement Voice of Customer (VoC) programs: surveys, NPS, sentiment analysis, customer advisory boards
• Dr…