Archived listing. The details below describe a past opening.
About the Role The Partner Support Lead is a critical role responsible for ensuring the operational excellence and seamless experience of DriveWealth's global B2B partners in India / APAC. This role oversees the daily operational support functions, acting as the primary escalation point for complex inquiries related to the API-based investing platform. Success in this role means not only resolving partner issues quickly and accurately but also strengthening operational processes and ensuring regulatory adherence. The lead will drive cross-functional alignment, particularly with Partner Onboarding, Engineering, and Compliance, to implement a scalable and world-class support model. They will own the documentation and refinement of support workflows, directly contributing to partner satisfaction and the firm's overall stability. What You’ll Do
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)
You Bring
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
