Junior VIP Support Analyst, Customer Service

About Uphold Uphold is a financial technology company that believes on-chain services are the future of finance. It provides modern infrastructure for on-chain payments, banking and investments. Offering Consumer Services, Business Services and Institutional Trading, Uphold makes pioneering financial services easy and trusted for millions of customers in more than 140 countries. Uphold integrates with more than 30 trading venues, including centralized and decentralized exchanges, to deliver superior liquidity and optimal execution. Uphold never loans out customer assets and is always 100% reserved. The company pioneered radical transparency and uniquely publishes its assets and liabilities every 30 seconds on a public website ( Transparency Page ) . Uphold strips away the complexity and lack of transparency to open up Web3 finance for everyone. To learn more about Uphold, please visit https://uphold.com . Job Summary Uphold is seeking a Junior VIP Support Analyst to join our dedicated Customer Service team. As a natural problem solver and quick learner, you will specialize in providing white-glove treatment to some of Uphold’s most valuable customers, serving as a trusted point of contact for high-priority and complex queries. Your technical acumen and critical thinking skills will be key as you collaborate across departments to diagnose and resolve issues efficiently, playing a pivotal role in upholding Uphold’s reputation for exceptional, personalized customer service. Essential Duties and 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. Required Qualifications and Skills 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. Preferred Qualifications Experience in financial services, fintech, or a customer-facing VIP/concierge support role. Experience mentoring junior team members or contributing to process improvement initiatives. Fluency in cryptocurrencies or other digital assets as they are core to our business. Community talks, certifications, and/or blog posts on your interests and research. Open source project contributions of any kind, such as tools developed to solve specific problems you’ve had or fixing issues on existing projects. What We Offer Innovation and Impact: Contribute to pioneering projects in a dynamic and challenging environment. Competitive Compensation: Performance bonuses, and comprehensive benefits on top of a competitive salary. Strong Company Culture: Thrive in a supportive, collegiate environment wi