Voice Operations Specialist, Customer Support – High-Value Programs
Uphold Inc.
full-time
Posted on:
Location Type: Hybrid
Location: Clearwater • Florida • United States
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About the role
- 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.
Requirements
- 4+ years of experience in a management or team leadership role within customer support, customer service operations, or a client-facing environment.
- Proven experience managing or overseeing support operations, preferably including voice or real-time support channels.
- Strong operational mindset, with experience owning performance outcomes, KPIs, SLAs, and service quality.
- Demonstrated ability to think critically and apply structured problem-solving to identify root causes and drive operational improvements.
- Excellent verbal and written communication skills, with the ability to engage confidently with agents, partners, and senior stakeholders.
- Comfortable handling sensitive topics (e.g. account security, compliance-related issues, customer escalations) with discretion and sound judgment.
- Strong analytical and attention-to-detail skills, with experience using data and reporting to inform decisions.
- Ability to build effective working relationships across cross-functional teams and with outsourced partners.
- Self-directed and adaptable, comfortable operating in fast-paced and evolving environments.
- Proficiency in Excel and/or Google Sheets and general business tools used for operational reporting and performance tracking.
- Experience in financial services, fintech, payments, or crypto is a plus, but not required.
Benefits
- Annual bonus program based on individual, team and company performance.
- Home office stipend for a productive setup.
- Generous PTO, healthcare, and employee assistance programs.
- Engaging events and celebrations.
- Well-stocked office kitchen with a foodie culture.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
routing logicself-service flowsKPI managementSLA managementoperational reportingperformance trackingstructured problem-solvingdata analysisvoice supportcustomer escalations
Soft Skills
leadershipcommunicationcritical thinkingdiscretionjudgmentrelationship buildingadaptabilityself-directionattention to detailoperational mindset