Junior VIP Support Analyst, Customer Service

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    "datePosted": "2026-03-13",
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    "description": "<p><span style=\"font-size: 12pt; font-weight: 600\">About Uphold</span></p>\n<p><span style=\"color: rgb(76, 92, 110); font-size: 10pt\">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.</span></p>\n<p><br></p>\n<p><span style=\"color: rgb(76, 92, 110); font-size: 10pt\">Uphold integrates with more than 30 trading venues, including centralized and decentralized    exchanges, to deliver superior liquidity and optimal execution. Uphold never loans out customer assets and is always 100% reserved. The company pioneered radical transparency and uniquely publishes its assets and liabilities every 30 seconds on a public website (</span><span style=\"font-size: 10pt\"><a href=\"https://uphold.com/en-us/transparency)\" target=\"_blank\" rel=\"noopener noreferrer\">https://uphold.com/en-us/transparency</a></span><span style=\"color: rgb(76, 92, 110); font-size: 10pt\"><a href=\"https://uphold.com/en-us/transparency)\" target=\"_blank\" rel=\"noopener noreferrer\">)</a>.</span></p>\n<p><br></p>\n<p><span style=\"color: rgb(76, 92, 110); font-size: 10pt\">Uphold strips away the complexity and lack of transparency to open up Web3 finance for everyone.</span></p>\n<p><br></p>\n<p><span style=\"color: rgb(76, 92, 110); font-size: 10pt\">To learn more about Uphold, please visit </span><span style=\"font-size: 10pt\"><a href=\"https://uphold.com\" target=\"_blank\" rel=\"noopener noreferrer\">https://uphold.com</a></span><span style=\"color: rgb(76, 92, 110); font-size: 10pt\">.</span></p>\n<p><br></p>\n<p><span style=\"font-size: 12pt; font-weight: 600\">Job Summary</span></p>\n<p><span style=\"color: rgb(76, 92, 110); font-size: 10pt\">Uphold is seeking a Junior VIP Support Analyst to join our dedicated Customer Service team. As a natural problem solver and quick learner, you will specialize in providing white-glove treatment to some of Uphold’s most valuable customers, serving as a trusted point of contact for high-priority and complex queries.</span></p>\n<p><span style=\"color: rgb(76, 92, 110); font-size: 10pt\">Your technical acumen and critical thinking skills will be key as you collaborate across departments to diagnose and resolve issues efficiently, playing a pivotal role in upholding Uphold’s reputation for exceptional, personalized customer service.</span></p>\n<p><br></p>\n<p><span style=\"font-size: 12pt; font-weight: 600\">Essential Duties and Responsibilities</span></p>\n<ul>\n<li><span style=\"color: rgb(76, 92, 110); font-size: 10pt\">Provide white-glove service and act as an escalation point for some of Uphold’s most valued customers.</span></li>\n<li><span style=\"color: rgb(76, 92, 110); font-size: 10pt\">Use internal tools and databases to diagnose and resolve customer issues accurately and efficiently.</span></li>\n<li><span style=\"color: rgb(76, 92, 110); font-size: 10pt\">Develop an in-depth knowledge of Uphold's platform to anticipate customer needs, understand user intent, and resolve complex requests efficiently.</span></li>\n<li><span style=\"color: rgb(76, 92, 110); font-size: 10pt\">Meet customer service quality standards and performance metrics consistently.</span></li>\n<li><span style=\"color: rgb(76, 92, 110); font-size: 10pt\">Collaborate with internal departments to investigate and resolve complex customer issues.</span></li>\n<li><span style=\"color: rgb(76, 92, 110); font-size: 10pt\">Follow up on escalated customer concerns and high-priority requests to ensure timely resolution.</span></li>\n<li><span style=\"color: rgb(76, 92, 110); font-size: 10pt\">Develop and update processes in partnership with Customer Support Operations to improve service delivery.</span></li>\n<li><span style=\"color: rgb(76, 92, 110); font-size: 10pt\">Adhere to company policies, quality standards, and compliance requirements at all times.</span></li>\n<li><span style=\"color: rgb(76, 92, 110); font-size: 10pt\">Work flexible schedules as needed to support global customer needs.</span></li>\n<li><span style=\"color: rgb(76, 92, 110); font-size: 10pt\">Other duties and responsibilities as reasonably required or assigned by the line manager.</span></li>\n</ul>\n<p><br></p>\n<p><span style=\"font-size: 12pt; font-weight: 600\">Required Qualifications and Skills</span></p>\n<ul>\n<li><span style=\"color: rgb(76, 92, 110); font-size: 10pt\">High School diploma or equivalent; college degree preferred.</span></li>\n<li><span style=\"color: rgb(76, 92, 110); font-size: 10pt\">1–3 years of customer support experience, ideally in the financial services or fintech industry.</span></li>\n<li><span style=\"color: rgb(76, 92, 110); font-size: 10pt\">Proficient in Excel and/or Google Sheets; comfortable using internal support tools and ticketing platforms.</span></li>\n<li><span style=\"color: rgb(76, 92, 110); font-size: 10pt\">Strong communication and organizational skills.</span></li>\n<li><span style=\"color: rgb(76, 92, 110); font-size: 10pt\">Strong problem-solving skills.</span></li>\n<li><span style=\"color: rgb(76, 92, 110); font-size: 10pt\">Ability to work independently, stay self-motivated, and perform under pressure in a fast-paced environment.</span></li>\n<li><span style=\"color: rgb(76, 92, 110); font-size: 10pt\">Team-oriented and collaborative.</span></li>\n<li><span style=\"color: rgb(76, 92, 110); font-size: 10pt\">Fluent written and oral English skills.</span></li>\n<li><span style=\"color: rgb(76, 92, 110); font-size: 10pt\">Strong attention to detail and skill in defusing customer anxiety while consistently delivering exceptional service.</span></li>\n</ul>\n<p><br></p>\n<p><span style=\"font-size: 12pt; font-weight: 600\">Preferred Qualifications</span></p>\n<ul>\n<li><span style=\"color: rgb(76, 92, 110); font-size: 10pt\">Experience in financial services, fintech, or a customer-facing VIP/concierge support role.</span></li>\n<li><span style=\"color: rgb(76, 92, 110); font-size: 10pt\">Experience mentoring junior team members or contributing to process improvement initiatives.</span></li>\n<li><span style=\"color: rgb(76, 92, 110); font-size: 10pt\">Fluency in cryptocurrencies or other digital assets as they are core to our business.</span></li>\n<li><span style=\"color: rgb(76, 92, 110); font-size: 10pt\">Community talks, certifications, and/or blog posts on your interests and research.</span></li>\n<li><span style=\"color: rgb(76, 92, 110); font-size: 10pt\">Open source project contributions of any kind, such as tools developed to solve specific problems you’ve had or fixing issues on existing projects.</span></li>\n</ul>\n<p><br></p>\n<p><span style=\"font-size: 12pt; font-weight: 600\">What We Offer</span></p>\n<ul>\n<li><span style=\"color: rgb(76, 92, 110); font-size: 10pt; font-weight: bold\">Innovation and Impact:</span><span style=\"color: rgb(76, 92, 110); font-size: 10pt\"> Contribute to pioneering projects in a dynamic and challenging environment.</span></li>\n<li><span style=\"color: rgb(76, 92, 110); font-size: 10pt; font-weight: bold\">Competitive Compensation:</span><span style=\"color: rgb(76, 92, 110); font-size: 10pt\"> Performance bonuses, and comprehensive benefits on top of a competitive salary.</span></li>\n<li><span style=\"color: rgb(76, 92, 110); font-size: 10pt; font-weight: bold\">Strong Company Culture: </span><span style=\"color: rgb(76, 92, 110); font-size: 10pt\">Thrive in a supportive, collegiate environment with values of integrity, teamwork, accountability, and excellence.</span></li>\n<li><span style=\"color: rgb(76, 92, 110); font-size: 10pt; font-weight: bold\">Global Collaboration:</span><span style=\"color: rgb(76, 92, 110); font-size: 10pt\"> Participate in regular updates, strategy sessions, and networking opportunities across the group.</span></li>\n<li><span style=\"color: rgb(76, 92, 110); font-size: 10pt; font-weight: bold\">Development Opportunities: </span><span style=\"color: rgb(76, 92, 110); font-size: 10pt\">Access training and mentorship programs.</span></li>\n<li><span style=\"color: rgb(76, 92, 110); font-size: 10pt; font-weight: bold\">Flexibility:</span><span style=\"color: rgb(76, 92, 110); font-size: 10pt\"> Enjoy options to work from home, other locations, or adjust your hours.</span></li>\n<li><span style=\"color: rgb(76, 92, 110); font-size: 10pt; font-weight: bold\">Inclusive Environment: </span><span style=\"color: rgb(76, 92, 110); font-size: 10pt\">Value and respect diverse perspectives.</span></li>\n</ul>\n<p><br></p>\n<p><span style=\"font-size: 12pt; font-weight: 600\">Our Benefits</span></p>\n<ul>\n<li><span style=\"color: rgb(76, 92, 110); font-size: 10pt\">Annual bonus program based on individual, team and company performance.</span></li>\n<li><span style=\"color: rgb(76, 92, 110); font-size: 10pt\">Home office stipend for a productive setup.</span></li>\n<li><span style=\"color: rgb(76, 92, 110); font-size: 10pt\">Generous PTO, healthcare, and employee assistance programs.</span></li>\n<li><span style=\"color: rgb(76, 92, 110); font-size: 10pt\">Engaging events and celebrations.</span></li>\n<li><span style=\"color: rgb(76, 92, 110); font-size: 10pt\">Well-stocked office kitchen with a foodie culture.</span></li>\n</ul>\n<p><br></p>\n<p><span style=\"color: rgb(76, 92, 110); font-size: 10pt\">Join us to grow, innovate, and contribute meaningfully. Be part of our talented team!</span></p>\n<p><span style=\"color: rgb(76, 92, 110); font-size: 10pt\">Visit our </span><a href=\"https://uphold.com/resources/careers\" target=\"_blank\" rel=\"noopener noreferrer\"><span style=\"font-size: 10pt\">careers page</span></a><span style=\"color: rgb(76, 92, 110); font-size: 10pt\"> for more exciting opportunities, if this role isn’t the perfect fit.</span></p>\n<p><br></p>\n<p><span style=\"font-size: 10pt; font-weight: 600\">EEOC Employer</span></p>\n<p><span style=\"color: rgb(76, 92, 110); font-size: 10pt\">We're proud to be an Equal Opportunity Employer and we celebrate our employees' differences, including race, color, religion, gender identity, national origin, age, military service eligibility, veteran status, sexual orientation, marital status, disability, and any other protected classes. Difference makes us stronger and better - together.</span></p>",
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