DriveWealth

Affiliate Manager

• Serve as the primary point of contact for escalated support inquiries from partners, ensuring timely, accurate, and service-oriented responses
• Investigate and troubleshoot partner-reported issues by collaborating cross-functionally with Client Growth, Product, Engineering, and Operations
• Triage incoming cases, assess urgency, and escalate further when necessary, maintaining thorough and organized case documentation to track status, trends, and partner feedback
• Build strong rapport with partners by providing consistent, high-quality support and proactive communication
• Identify patterns across inquiries to recommend process improvements, workflow updates, and product enhancements
• Support the development of partner-facing Help Center content, FAQs, and internal documentation to reduce recurring escalations
• Contribute to ongoing partner enablement by helping refine training materials, onboarding flows, and operational guides
• Manage and strengthen daily operational functions and processes, potentially overseeing a dedicated Operational Support team
• Work cross-functionally with Partner Onboarding and Relationship Management teams to create a seamless support model for current and future Partners
• Create a collaborative working relationship with the Engineering team to enhance the automation of back-office systems and workflows
• Conduct meetings with the Compliance and Legal Departments to review, maintain, and update the firm's written supervisory procedures related to operational support and applicable laws, rules, and regulations
• Participate in weekend support coverage (at least one weekend day ongoing)

Partner Support Lead