What You’ll Do
Serve as the primary point of contact for escalated support inquiries from clients, ensuring timely, accurate, and service-oriented responses.
Investigate and troubleshoot client-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 client feedback.
Build strong rapport with clients 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 client-facing Help Center content, FAQs, and internal documentation to reduce recurring escalations.
Contribute to ongoing client enablement by helping refine training materials, onboarding flows, and operational guides.
Work cross-functionally with Client Onboarding and Relationship Management teams to create a seamless support model for current and future clients.
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 3+ years of experience in Financial Services and/or Fintech, with specific experience in self-clearing, omnibus clearing, or correspondent clearing relationships.
Active Series 7 required and the ability to obtain Series 24
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 clients
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
Bachelor’s Degree in a relevant subject (e.g., Finance, Business, Technology) or equivalent experience.
Location
This role is open to candidates in the following location: Chicago, Ilinois
This role is expected to come into the office on a cadence set by the Hiring Manager/Team.
If you're not based in the location listed above, this role is not a fit, and we cannot accommodate remote work outside these locations.
Applicants must be authorized to work for any employer in the U.S. DriveWealth does not sponsor or take over sponsorship of an employment visa at this time.
Pay Range: $90,000 – $100,000 USD
Working at DriveWealth
We do our best work when we're in the same room. To maintain the speed our partners expect, our New York, Chicago, and Lithuania teams work in office on a hybrid schedule. We've found that being physically side-by-side is the only way to solve complex problems in real-time and stay truly accountable to the products we ship. When you're here, you're working directly with the people making the decisions.
To support that work, we provide competitive compensation, equity, and a 401(k) match. We also offer Medical insurance, Dental insurance, Vision insurance, Disability insurance, and Paid Parental Leave, along with a wellness reimbursement, a company-provided phone, and a personal development allowance. Finally, we value the time you spend away from the office with generous Paid Time Off (PTO) and observed holidays.
Work Authorization
Applicants must possess the legal right to work in the country where the position is located at the time of application. DriveWealth requires all employees to provide original documentation verifying their work authorization on or before their first day of employment.
For US-based roles: Applicants must be currently authorized to work in the United States on a full-time basis without the need for current or future visa sponsorship. DriveWealth does not provide visa sponsorship or support for employment authorization, including transfers, at this time. Offers of employment are strictly contingent upon an individual’s ability to secure and maintain the legal right to work at the Company.
How We Think About AI
We leverage AI to work smarter and move faster. We seek AI-curious talent who are proactive about using emerging tools to increase signal quality, reduce friction, and improve outcomes to deliver products faster, provide better service to our partners, and to streamline processes. Your ability to leverage our internal tools and technology to drive results is as important to us as your core domain expertise.
Compensation
Pay is generally based on the level, complexity, responsibility, location, and job duties/requirements of the specific position. We then source candidates with the requisite skills, expertise, education, training, and experience. If you are selected for an interview, please feel welcome to speak to a recruiter about our compensation philosophy and other available benefits. This role is eligible for base, bonus, equity, 401(k) match, and heavily subsidized benefits and perks.
Equal Employment Opportunity
To build technology and products that are used and loved by people and solve real-world problems, we need to build a team with many different perspectives and experiences. We are an equal opportunity employer. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We encourage candidates from all backgrounds to apply.
Agency Disclaimer
DriveWealth does not accept agency resumes. Do not forward resumes to our jobs alias, employees, or any other organization location. DriveWealth is not responsible for any fees related to unsolicited resumes.
