ABOUT UPHOLD

Uphold is a financial technology company that believes on-chain services are the future of finance. It provides modern infrastructure for on-chain payments, banking and investments. Offering Consumer Services, Business Services and Institutional Trading, Uphold makes pioneering financial services easy and trusted for millions of customers in more than 140 countries.

THE OPPORTUNITY

We are seeking a detail-oriented and customer-focused Complaint Resolution Specialist to join our team. In this role, you will be responsible for handling customer complaints, ensuring timely resolutions, and maintaining a high level of customer satisfaction. You will work closely with internal teams to investigate issues, document findings, and support process improvements. In addition, you will occasionally provide support for our legal and regulatory requests as needed.

WHAT WE HAVE TO OFFER YOU:

• Opportunity to grow and develop in a customer-focused role and expand your knowledge of the FinTech industry.
• An amazing work environment in a company that continues to grow, driven by extraordinary and passionate people who keep innovating and challenging more each day.
• An international team, in a cutting-edge field, working on the most fascinating projects.
• Growth and career opportunities, and the chance to be proactive and creative.
• Open and transparent culture - we get together weekly to share updates, and strategic plans, and engage with each other informally over food and drinks.
  Be part of a great company that is revolutionizing the financial services. Apply now!
  If this job isn’t exactly what you are looking for, visit our careers page to check out all our exciting opportunities.

Qualifications & Skills:

• Bachelor’s degree in Business, Communications, or a related field (or equivalent experience).
• Minimum 1 year of experience investigating and responding to escalated customer complaints, ideally in the regulatory, crypto, compliance, or financial industry
• Strong communication and problem-solving skills.
• Ability to handle difficult situations with professionalism and empathy.
• Excellent attention to detail and organizational skills.
• Proficiency in Google Suite and customer service software. (ZenDesk preferred

Customer Complaints

• Receive, review, and respond to customer complaints in a professional and timely manner.
• Investigate complaints by gathering relevant information and collaborating with internal departments. Provide a detailed, objective summary of the facts to achieve a fair and reasonable resolution.
• Maintain accurate records of all complaints, resolutions, and follow-ups.
• Identify recurring issues and provide insights to improve customer experience and prevent future complaints.
• Ensure compliance with company policies and industry regulations when handling complaints.
• Assist in preparing reports and summaries related to complaint trends and resolution rates.
• Support continuous improvement initiatives to enhance customer service processes.

Legal/Regulatory Processing:

• Assist in reviewing, and processing legal and regulatory requests from various authorities.
• Maintain detailed records of all legal requests and responses.

Qualifications & Skills:

• Bachelor’s degree in Business, Communications, or a related field (or equivalent experience).
• Minimum 1 year of experience investigating and responding to escalated customer complaints, ideally in the regulatory, crypto, compliance, or financial industry
• Strong communication and problem-solving skills.
• Ability to handle difficult situations with professionalism and empathy.
• Excellent attention to detail and organizational skills.
• Proficiency in Google Suite and customer service software. (ZenDesk preferred)