Hybrid Junior VIP Support Analyst, Customer Service

at Uphold Inc.

• Job title: Junior VIP Support Analyst, Customer Service
• Job type: Full Time
• Experience level: Junior
• Salary: Not specified
• Degree requirement: High School Diploma
• Location requirements: Hybrid, Braga, Portugal

About the role

• Junior VIP Support Analyst at Uphold providing white-glove customer service to valued clients. Collaborating with departments to resolve complex queries and uphold reputation for exceptional service.

Responsibilities

• 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.