About the Role

The Client Services Specialist is a critical role responsible for ensuring the operational excellence and seamless experience of DriveWealth's global B2B clients. 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 client issues quickly and accurately but also strengthening operational processes and ensuring regulatory adherence. This role works cross-functionally particularly with Client 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 client satisfaction and the firm's overall stability.
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.
• Series 24 or ability to obtain
• 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.

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.