ABOUT UPHOLD

The Web3 economy will redefine how financial value is managed and exchanged - with much of this activity shifting towards blockchain networks and digital assets.
Founded in 2013, Uphold is a Web3 financial platform that supports almost 300 digital assets, serving as a Regulated Gateway to the Web3 economy.
With integrations with 27 blockchain networks and a robust trading engine connected to 30 underlying venues, the Uphold platform enables users to trade ‘Anything-to-Anything’ with competitive pricing and deep liquidity.
To date, Uphold has facilitated over 120 million transactions worth $40 billion, serving 10 million customers across 150+ countries.

THE OPPORTUNITY:

Uphold is looking for a Customer Support Analyst to join our Customer Service team, for a fixed-term contract of one year.
As a natural problem solver and quick learner, you will serve as the key escalation point for handling complex customer support queries.
Leveraging your technical acumen and critical thinking skills, you’ll collaborate across departments to diagnose, and then solve those queries.
As a member of the team, you’ll be instrumental in maintaining Uphold’s reputation for exceptional customer service.
This role offers the chance to make a significant impact while advancing your career in a fast-paced, customer-centric environment.

REQUIRED QUALIFICATIONS:

• Fluent written and oral English skills.
• High school diploma; a college degree would be preferred.
• 1-3 years of customer support experience, ideally in the financial industry.
• Critical thinking and problem-solving skills.
• Ability to work independently and stay self-motivated.
• Proficiency in Excel and/or Google Sheets.
• Attention to detail.
• Skill in defusing customer anxiety and delivering exceptional service.

• Serving as the escalation point for complex customer queries.
• Using internal tools and databases to diagnose and resolve issues.
• Meeting customer service quality standards and metrics.
• Collaborating with internal departments on complex issues.
• Following up on escalated customer concerns and high-priority requests.
• Developing and updating processes in partnership with the Customer Support Operations.
• Adhering to company policies and quality standards.
• Working flexible schedules, as needed.