About Uphold
The Web3 economy will redefine how financial value is held and transacted - with much activity shifting towards blockchain networks and digital assets.Founded in 2013, Uphold is a Web3 financial platform that supports almost 300 digital assets and acts as Regulated Gateway to the Web3 economy.Featuring integrations with 26 blockchain networks and a robust trading engine connected to 30 underlying venues, the platform allows users to trade ‘Anything-to-Anything’ while enjoying keen pricing and deep liquidity. Uphold has completed more than 120 million transactions worth $40 billion from 10 million customers in over 150 countries.Both people and companies need to access this exciting Web3 world, but it can be technically demanding and time-consuming. 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.The opportunity: Uphold is looking for an experienced and dedicated Customer Service Tools Engineer to be part of our well-motivated, talented and growing Customer Service Team. This is an exciting opportunity where you’ll get to work closely with all the different Customer Service departments and be responsible for designing, implementing, and maintaining automated solutions to enhance the efficiency and effectiveness of our processes while offering a great customer experience.What you’ll be doing primarily:
- Analyze customer service data and workflows to identify areas for improvement and optimization.
- Implement and maintain our Customer Service Chatbot using NodeJS.
- Build and maintain integrations between Zendesk and other tools used by our agents.
- Manage and improve our Zendesk instances, including business rules, workflows, and automations.
- Collaborate with cross-functional teams (Operations, Product, Engineering, Marketing, Fraud, IT) to ensure a seamless customer service experience.
- Support the team with Zendesk Guide theme updates and customizations.
- Stay up-to-date with the latest trends and best practices in customer service and support.
Required qualifications:.
- Degree in a relevant field (Computer Science, Engineering, etc.) or equivalent experience.
- Experience with backend development (NodeJS, Golang a plus).
- Experience with APIs and webhooks is a plus.
- Strong communication skills and ability to work with cross-functional teams.
- Interpersonal skills - must be Customer Service oriented, demonstrate an ability to work in a fast-paced environment with ease, be self-motivated and proactive.
- Prioritisation - be able to prioritize and meet deadlines while working on multiple projects, and have creative problem-solving skills
- Quick learner – has the ability to learn new systems, services, and processes.
- Attention to detail and good problem-solving skills.
- Fluent written and oral English skills.
Bonus if you have:
- Prior experience in a technical support role.
- Experience with Help desk administrationZendesk administration and customization
- Having certifications on Zendesk Support Administrator Expert or Zendesk App Developer I Expert.
- Experience developing Chatbot flows and their implementation.
- Frontend development experience (HTML, CSS, JavaScript) is a plus.
Importantly, if you’re looking for a senior role with us, you will have achieved many of the things above while also providing mentorship to others, and have engaged in public speaking opportunities.What we have to offer you:
- Innovation and Impact: Be a part of a company driving innovation and making meaningful impact. Work on cutting-edge projects in a stimulating and challenging work environment.
- Competitive Compensation: We offer a salary, stock options, performance-based bonuses, and comprehensive benefits.
- Strong Company Culture: Join a supportive and positive work environment built on shared values of integrity, teamwork, accountability, and excellence.
- Global All-Hands Calls: Regular sessions to share updates, strategize, and foster connections.
- Development: Opportunities for training and mentorship programs.
- Flexibility: Work from home, from other locations or slightly different hours available.
- Inclusive and Diverse Environment: Foster an environment where different perspectives are valued.
Benefits:
- Annual bonus program based on individual, team and company performance.
- Home office stipend to support the setup of a productive home office.
- Generous PTO, healthcare coverage, and employee assistance programs.
- Interesting and fun events and celebrations.
- Foodie culture and well-stocked office kitchen.
Join our team and embark on a fulfilling career where you'll have the opportunity to grow, innovate, and contribute to something meaningful. Come and be a part of our talented team!If this job isn’t exactly what you are looking for, visit our careers page to check out all our exciting opportunities. EEOC EmployerWe're proud to be an Equal Opportunity Employer and we celebrate our employees' differences, including race, color, religion, gender identity, national origin, age, military service eligibility, veteran status, sexual orientation, marital status, disability, and any other protected classes.
Difference makes us stronger and better - together.
