Uphold Inc.

Customer Support

• Lead the design and optimization of routing logic and self-service flows to minimize customer effort and maximize resolution efficiency.
• Act as the primary lead for outsourced partners, driving strict accountability for KPIs, SLAs, and premium service standards.
• Partner with leadership to define and implement the overarching voice support strategy and continuous improvement initiatives.
• Utilize advanced reporting systems to identify operational trends, proactively mitigate risks, and bridge performance gaps.
• Provide expert input to Resource Planning on headcount, coverage models, and scalability based on business growth and market volatility.
• Act as the final Subject Matter Expert (SME) for sensitive, complex, or high-priority service issues and technical escalations.
• Ensure all voice interactions strictly adhere to regulatory requirements, internal policies, and fintech security standards.
• Identify and deploy enhancements in tooling and workflows to drive measurable productivity gains across the support function.
• Drive alignment with Product, Risk, and CRM teams to translate voice-of-the-customer data into product improvements.
• Author and maintain sophisticated playbooks, SOPs, and knowledge resources to standardize global "white-glove" service.

Voice Operations Specialist, Customer Support – High-Value Programs

Support Engineer

• Provide white-glove service and act as an escalation point for some of Uphold’s most valued customers.
• Use internal tools and databases to diagnose and resolve customer issues accurately and efficiently.
• Develop an in-depth knowledge of Uphold's platform to anticipate customer needs, understand user intent, and resolve complex requests efficiently.
• Meet customer service quality standards and performance metrics consistently.
• Collaborate with internal departments to investigate and resolve complex customer issues.
• Follow up on escalated customer concerns and high-priority requests to ensure timely resolution.
• Develop and update processes in partnership with Customer Support Operations to improve service delivery.
• Adhere to company policies, quality standards, and compliance requirements at all times.
• Work flexible schedules as needed to support global customer needs.
• Other duties and responsibilities as reasonably required or assigned by the line manager.

Junior VIP Support Analyst, Customer Service

• Monitor and evaluate voice interactions handled by customer service agents across departments, with additional coverage of email and chat channels as required.
• Score agent performance against defined QA scorecards and quality frameworks, delivering clear, constructive, and actionable feedback.
• Identify trends, recurring issues, and knowledge gaps from interaction reviews and escalate findings to team leads and the Training team.
• Track and report on individual and team quality metrics, producing regular performance reports for management using our QA platform and other Google Workspace tools (Docs, Sheets).
• Collaborate with Customer Service Management staff to develop and refine QA scorecards, call evaluation guidelines, and quality standards.
• Participate in calibration sessions to ensure consistent scoring standards across the QA team.
• Monitor agent adherence to internal policies, regulatory requirements, and customer service best practices during interactions.
• Contribute to the continuous improvement of customer service workflows and standard operating procedures across all supported channels.

Junior Quality Assurer – Customer Service Voice

Events

• Review and evaluate customer service interactions (emails, chats, and voice calls) handled by the Fraud Prevention team across CRM platforms and fraud prevention tools, ensuring adherence to established quality frameworks and compliance standards.
• Score agent performance using defined QA rubrics, providing clear, actionable, and constructive feedback to support continuous improvement.
• Identify recurring error patterns, knowledge gaps, and procedural inconsistencies, and escalate findings to team leads and training teams.
• Monitor adherence to fraud prevention procedures, regulatory requirements, and internal policies during customer interactions.
• Collaborate with the Fraud Prevention Management staff to develop and refine QA scorecards, guidelines, and evaluation criteria.
• Track and report on individual and team quality metrics, producing regular performance reports for management using our QA platform and other Google Workspace tools (Docs, Sheets).
• Partner with the Training team to translate QA findings into targeted coaching sessions and training content.
• Participate in calibration sessions to ensure scoring consistency across the QA team.
• Contribute to the continuous improvement of fraud-related customer service workflows and standard operating procedures.

Junior Quality Assurer, Fraud Prevention

Sales

• Develop and execute a strategic sales plan to target enterprise clients in industries such as payroll providers, freelancer platforms providers, gig economy platforms, and cross border B2B payments.
• Identify and engage potential enterprise clients for use cases such as buy/sell/hold digital assets, stablecoin payments, and corporate B2B cross-border payments.
• Build and nurture long-term relationships with decision-makers, including C-level executives, to understand their challenges and position the API platform as the solution.
• Conduct needs assessments to tailor API platform demonstrations and proposals to align with client business goals.
• Collaborate with the product and technical teams to design customized solutions for complex client requirements.
• Achieve or exceed sales quotas by closing enterprise-level deals with new and existing clients.
• Track sales performance metrics, report on progress, and provide insights to inform future strategies.
• Stay up-to-date on trends in digital assets, blockchain technology, stablecoins, payroll systems, and freelancer platform ecosystems.
• Serve as an advocate for the API platform at industry events, conferences, and client meetings.
• Work closely with internal teams, including marketing, product, and engineering, to ensure seamless implementation and client satisfaction.
• Mentor junior sales team members and contribute to a culture of excellence and innovation.

Sales Director – Enterprise, API Sales

Performance Marketing

• Lead the end-to-end execution of the Google Stack (Search, Pmax, YouTube, Display, and UAC) across both Web and App environments.
• Own the paid flow from initial web click to app installation, ensuring a seamless user journey and high conversion rates.
• Partner with our design and tech teams to build, test, and scale high-performing landing pages.
• Own the A/B testing roadmap for paid web traffic.
• Drive the creative lifecycle for YouTube, Display, and UAC—from identifying "what looks like a winner" to briefing the creative team on performance-led iterations.
• Manage your own tracking and tagging via GTM and ensure we are ahead of the curve with Google’s latest initiatives (e.g., ICM - International/Innovative Customer Management).
• Move beyond vanity metrics to deeply understand incrementality and how our Google spend contributes to bottom-line growth.

Senior Performance Marketing Manager

Backend Engineer

• Design, build, and improve identity and authentication infrastructure that balances user experience with regulatory requirements.
• Implement modern authentication solutions including passkeys, WebAuthn, and advanced multi-factor authentication mechanisms (2FA, OTP, biometrics).
• Build systems that enable continuous monitoring, compliance reporting, and forensic analysis for fraud prevention and regulatory teams.
• Collaborate closely with Product, Fraud Prevention, Compliance, and Regulatory teams to ensure security solutions meet business and legal requirements.
• Research, evaluate, and select third-party identity providers, security vendors, and authentication platforms.
• Architect and implement integrations with external identity and security solutions.
• Design systems that comply with financial regulations, ensuring strong customer authentication (SCA) and auditability.
• Develop and maintain technical documentation, security policies, and architecture decision records.
• Lead hiring, coaching, and development of team members as the team grows.

Senior Backend Security and Identity Engineer

Account Manager

• Serve as a dedicated account manager to a portfolio of high-value clients, ensuring proactive, responsive, and tailored support.
• Develop and maintain deep relationships with top-tier users, understanding their needs and delivering bespoke service solutions.
• Collaborate with internal stakeholders (Product, Compliance, Marketing, etc.) to deliver VIP-specific product offerings, feature rollouts, and support resolutions.
• Monitor account activity and user health metrics to identify retention risks and cross-sell/upsell opportunities.
• Execute VIP engagement strategies (e.g., personalized communications, special offers access to exclusive VIP events).
• Ensure timely and high-quality resolution of VIP issues and requests, acting as the voice of the customer internally.
• Maintain accurate records of all interactions and activities in CRM systems, ensuring alignment with regulatory standards.
• Support data-driven reporting on VIP satisfaction, revenue contribution, and retention metrics to the Head of VIP and VP of Retention.

VIP Account Manager

Solutions Engineer

• Proactively mitigate technical blockers and provide partner insights to Product and Engineering teams to improve the platform.
• Guide partners through scalable integration patterns, prioritizing standard platform features over custom development.
• Drive well-defined integration frameworks and maintain meticulous technical documentation and timelines.
• Collaborate with Sales and Product teams to translate commercial goals into sound, scalable technical solutions.
• Serve as a trusted advisor on Uphold’s APIs and SDKs for both technical and non-technical stakeholders.
• Build high-impact prototypes and educational resources (guides, diagrams) to accelerate partner implementations.

Solutions Engineer, Enterprise

• Own the Customer Service Product Portfolio: Manage all customer-facing support channels including chat, voice, in-app, and support ticket system (Zendesk), ensuring seamless integration and user-friendly experiences
• Drive Efficiency & Automation: Identify opportunities to reduce response times, eliminate manual processes, and implement automation and AI solutions that empower the Customer Service team to work more effectively
• Develop Product Strategy: Create and execute a roadmap for customer service experiences that aligns with company goals and customer expectations
• Stakeholder Management: Work closely with Customer Service leadership, Engineering teams, and other internal stakeholders to understand pain points, gather requirements, and prioritize initiatives
• Data-Driven Decision Making: Analyze customer service metrics (resolution time, CSAT, ticket volume, response times) to identify trends and opportunities for improvement
• Integration & Tool Management: Oversee the integration of customer service tools with internal systems and platforms, ensuring smooth data flow and operational efficiency
• Process Optimization: Lead initiatives to redesign customer service workflows, implement best practices, and scale support operations efficiently
• Cross-functional Collaboration: Partner with Product, Engineering, Design, and Operations to deliver solutions that improve both customer experience and operational efficiency
• Engineering Team Leadership: Inspire an engineering team by setting clear goals, removing blockers, and driving delivery
• Priority Setting & Planning: Define priorities, balance technical and product trade-offs, and maintain an execution-focused roadmap with Engineering
• Backlog & Delivery Management: Write clear user stories (acceptance criteria, requirements, dependencies), manage the backlog, and run with the tech lead delivery rituals (grooming, planning, reviews)
• Execution Accountability: Track progress, manage scope, and ensure high-quality releases through testing, rollout planning, and post-launch follow-up