Uphold Inc.

Junior VIP Support Analyst, Customer Service

Uphold Inc.

full-time

Posted on:

Location Type: Hybrid

Location: Braga • Portugal

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Job Level

Junior

About the role

  • 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.

Requirements

  • High School diploma or equivalent; college degree preferred.
  • 1–3 years of customer support experience, ideally in the financial services or fintech industry.
  • Proficient in Excel and/or Google Sheets; comfortable using internal support tools and ticketing platforms.
  • Strong communication and organizational skills.
  • Strong problem-solving skills.
  • Ability to work independently, stay self-motivated, and perform under pressure in a fast-paced environment.
  • Team-oriented and collaborative.
  • Fluent written and oral English skills.
  • Strong attention to detail and skill in defusing customer anxiety while consistently delivering exceptional service.
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
customer supportproblem-solvingExcelGoogle Sheets
Soft Skills
communicationorganizationalattention to detailteam-orientedcollaborativeself-motivatedability to perform under pressure
Certifications
High School diplomacollege degree