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Uphold
Customer Support Senior Analyst
at Uphold
5 months ago | 594 views | 3 applications

Customer Support Senior Analyst

Full-time
Porto

About the company

Uphold is an easy-to-use investments and payments app. Specialising in digital assets, we serve more than 10 million customers in 150 countries. We open around 3,000 accounts a day and provide consumers with a more versatile and cost-effective home for their daily financial lives. For businesses, we provide regulated infrastructure to connect crypto with fiat currencies. Today, we support over 200 digital assets, 28 national currencies and four precious metals. Our unique trading experience allows customers to trade directly between any supported asset or currency in one step - physical gold to Bitcoin, for example - saving both time and money.

Job Summary

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.

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