DriveWealth

Partner Support Lead

DriveWealth

full-time

Posted on:

Location Type: Remote

Location: Uruguay

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Job Level

Senior

About the role

  • 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)

Requirements

  • Minimum 5+ years of experience in Financial Services and/or Fintech, with specific experience in self-clearing, omnibus clearing, or correspondent clearing relationships.
  • Bachelor’s Degree in a relevant subject (e.g., Finance, Business, Technology) or equivalent experience.
  • Higher degree in subject(s) nice to have / required.
  • A track record of ownership and disciplined execution in high-stakes environments
  • The ability to prioritize ruthlessly, focussing on what’s critical versus important to drive work to completion
  • A client-oriented mindset with an understanding of how your work impacts partners
  • Strength in cross-functional partnership with the judgment to coordinate across multiple teams
  • A bias toward transparency, accountability, and responsiveness in everything you do
  • You’re committed to continuous improvement and implicitly believe that we > I.
  • Impeccable high integrity, sound judgment, and a deep respect for risk, control, and operational excellence
Benefits
  • Competitive compensation
  • Equity
  • 401(k) match
  • Full insurance coverage
  • Wellness reimbursement
  • Company-provided phone
  • Personal development allowance
  • Generous PTO
  • Observed holidays
  • Extended leave
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
case documentationtroubleshootingprocess improvementsworkflow updatespartner enablementtraining materialsoperational guidesself-clearingomnibus clearingcorrespondent clearing
Soft Skills
client-oriented mindsetcross-functional partnershiptransparencyaccountabilityresponsivenesscontinuous improvementhigh integritysound judgmentprioritizationownership