About the job
About Us
At DriveWealth, we are dedicated to transforming the investment landscape by making it more accessible for everyone. Our mission is rooted in the belief that financial independence should be within reach for all individuals, regardless of their geographic location or economic status. As a leading global B2B financial technology firm, we strive to democratize access to financial markets worldwide through our innovative API-based platform. This empowers our partners to provide seamless trading and investing experiences to their clients, all through mobile devices. Our cutting-edge technology equips partners with a versatile toolkit to modernize traditional investment workflows, including the groundbreaking option of fractional share ownership. DriveWealth has established itself as a global platform facilitating trades in US equities, mutual funds, ETFs, fixed income, and options.
Now is an exciting time to join our team as we build a pioneering business at the intersection of fintech and traditional finance. Our culture fosters the agility of a start-up alongside the impact and stability characteristic of Wall Street. We encourage innovation and creativity, while upholding high standards of execution and regulatory compliance. Be part of our journey to shape the future of global investing!
About the Role
The Partner Support Lead plays a vital role in ensuring operational excellence and delivering an outstanding experience for DriveWealth's global B2B partners in the MEA region, specifically in Dubai. This position is responsible for overseeing daily operational support functions and acts as the primary escalation contact for intricate inquiries related to our API-driven investing platform. Success in this role entails not only swiftly and accurately resolving partner issues but also enhancing operational processes and ensuring compliance with regulatory standards. The lead will facilitate cross-functional collaboration, particularly with Partner Onboarding, Engineering, and Compliance teams, to develop a scalable, world-class support model. They will also be responsible for documenting and refining support workflows, directly impacting partner satisfaction and the overall stability of the firm.
What You’ll Do
- Act as the main point of contact for escalated support queries from partners, ensuring timely, precise, and service-oriented responses.
- Investigate and resolve partner-reported issues by collaborating with teams across Client Growth, Product, Engineering, and Operations.
- Triage incoming cases, evaluate urgency, and escalate as needed, while maintaining well-organized case documentation to track status, trends, and partner feedback.
- Foster strong relationships with partners and internal teams to enhance communication and support effectiveness.

