Webull is a leading digital brokerage platform built on next generation global infrastructure. At Webull, we believe that everyone should have an equal opportunity to control their own financial future. Our vision has always been to empower individual investors with the tools and resources they need to succeed financially. This commitment remains at the heart of everything we do. From low-fee trading and robust market data to advanced analytical tools, we are committed to providing a seamless, top-tier trading experience.

About The Role & Team

 Webull is seeking a strategic, results-driven Customer Experience Manager to lead and scale key areas of our U.S. Customer Experience (CX) operation. This role oversees a team of frontline agents while driving execution across critical functional domains, including inbound support, QA, training, help desk operations, outreach, infrastructure, and global coordination.  

You’ll be responsible for both day-to-day team leadership and CX operational execution. Our current support model spans inbound phone and ticket-based service, with live chat launching soon. In parallel, we’re actively evolving our operations into a smarter, AI-enabled environment, leveraging automation to eliminate manual steps, accelerate resolution, and improve the client and agent experience.  

This is a high-ownership role at the center of our CX transformation, designed for a leader who thrives on operational excellence, continuous improvement, and scalable impact.  

In This Role, You Will

• Lead, coach, and develop a support team across inbound phones, ticketing, and soon, live chat  
• Oversee real-time help desk support for agents and act as the primary escalation lead for complex and VIP scenarios  
• Manage quality reviews, knowledge operations, and training programs to maintain consistency and readiness across the team  
• Partner with Product, Operations, and AI teams to identify automation opportunities and integrate AI tools into frontline and internal workflows  
• Oversee CX-led customer outreach efforts focused on retention, reactivation, and conversion  
• Guide large-scale outbound communication strategy across emails, in-app messages, banners, and push notifications  
• Support internal infrastructure including access management, team capacity planning, and tooling governance 
• Collaborate with global counterparts to align service workflows, documentation, and CX systems  
• Analyze support data to uncover trends, surface insights, and implement measurable performance improvements  

The Skills You Bring

• Bachelor’s degree or equivalent work experience  
• 2+ years in a supervisory or CX leadership role  
• A strategic mindset with the ability to lead people, programs, and process change simultaneously  
• Strong operational execution and comfort managing across multiple service channels  
• An ability to translate support data into insights, actions, and measurable improvements  
• A collaborative style with a track record of aligning CX efforts with Product, Operations, Compliance, and Engineering teams  
• Deep knowledge of key performance metrics such as NPS, SLA, QA, AHT, and contact deflection  
• Excellent written and verbal communication skills, with emphasis on clarity, accountability, and continuous improvement  
• A passion for creating and delivering intelligent, consistent, and scalable customer experience  

What Makes You Stand Out

• Experience launching or scaling service functions across multiple channels or domains  
• Familiarity with automation tools, workforce operations, CRM systems, and Customer Experience analytics  
• FINRA Series 7 and 24 licenses strongly preferred (or willingness to obtain)  
• A proven track record of driving high performance in regulated, fast-paced environments 

Why Webull?

Webull is more than a fintech company—we’re a global community of innovators, collaborators, and trailblazers. Headquartered in St. Petersburg, FL, Webull operates in 15 regions worldwide, serving over 20 million users. At Webull, your ideas matter, your voice is heard, and your work makes a real impact.

Investing in our people is a top priority for us, which is why we have a comprehensive benefits package that includes:

• Comprehensive Health Coverage: 100% paid medical and dental insurance for employees and dependents, vision insurance, and more!
• Financial Support: 401(k) match, commuter benefits for NY positions, and short-term disability coverage.
• Work-Life Balance: Generous time off that increases with tenure, paid parental leave, personal days, sick time, volunteer days and company holidays.
• Wellness & Pet Care: Fitness and wellness benefits, plus pet insurance for your furry friends.
• Investing in Your Future: We provide tuition reimbursement to help you pursue relevant degrees, certifications, and training that align with your career goals.
• Dynamic Office Perks: Catered lunches (every Friday), fully stocked kitchens, and monthly happy hours to connect and collaborate.

This role is based in our St Pete Global HQ (200 Carillon Pkwy, FL), where in-person collaboration fuels growth, mentorship, and innovation.  

EEOC Statement

Webull is an equal opportunity employer. We’re committed to building a diverse and inclusive team where all backgrounds, perspectives, and talents are valued.