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Innovative Investing Experiences
Partner Support Lead
Location
Uruguay
Posted
75 days ago
Salary
0
Seniority
Senior
Job Description
Partner Support Lead
DriveWealth
• 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)
Job 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
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