Senior Support Analyst

Há 21 horas

Braga, Portugal Phiture Tempo inteiro

**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.

Uphold strips away the complexity and lack of transparency to open up Web3 finance for everyone.

**The Opportunity**

Uphold is seeking a highly skilled Senior Support Analyst with excellent written and verbal English communication skills to join our Customer Service team. 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, then solve those queries.

As a senior 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.

**What You’ll Be Doing Primarily**
- 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 Customer Support Operations.
- Adhering to company policies and quality standards.
- Working flexible schedules, as needed.

**Required Qualifications**
- Strong English written and verbal communication skills.
- High School diploma; college degree 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.

**What We Have To Offer You**
- Innovation and Impact: Contribute to pioneering projects in a dynamic and challenging environment.
- Competitive Compensation: Stock options, performance bonuses, and comprehensive benefits on top of a competitive salary.
- Strong Company Culture: Thrive in a supportive, collegiate environment with values of integrity, teamwork, accountability, and excellence.
- Global Collaboration: Participate in regular updates, strategy sessions, and networking opportunities across the group.
- Development Opportunities: Access training and mentorship programs.
- Flexibility: Enjoy options to work from home, other locations, or adjust your hours.

If this job isn’t exactly what you are looking for, visit our careers page to check out all our exciting opportunities.

EEOC Employer

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 better.

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