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 a 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.comThe opportunity The Institutional Coverage Professional is a highly organized, detail-oriented, self-starter with the desire to make an immediate impact and the ability to work through the unexpected with a startup mindset.
Uphold is committed to delivering any asset to anyone, anywhere in the world. Success for this role involves providing flawless execution of Institutional client trades, managing customer trade requests, and building long term relationships. This position reports to the Managing Director, Head of Institutional. What you'll be doing primarily
- Facilitating flawless execution of Institutional client trades
- Manage inbound customer trade requests and issues via email, chat and phone.
- Provide periodic on-call support coverage for customer issues outside of business hours.
- Support the sales team with client management and sales execution
- Provide exceptional customer support for all Uphold Institutional products and services.
- Weekend coverage with flexibility during the week.
- Identify and assess customers' needs to achieve resolution of requests and issues.
- Work with cross-functional teams (i.e. Engineering, Compliance, Operations) to streamline processes to facilitate solving customer issues accurately and efficiently.
- Demonstrate a proactive mindset, constantly thinking ahead and anticipating client needs and/or concerns, while keeping their business goals top-of-mind
- Create process enhancements and efficiencies via proactive improvement projects.
- Assess client satisfaction and extract key business needs/issues.
- Ensure excellent service standards, respond efficiently to customer inquiries, and maintain high customer satisfaction.
- Build trust and long-term relationships with customers.
Requirements:
- Must have a detailed understanding of the crypto trading and operations
- Experience and comfort with solving complex problems from end-to-end.
- Comfort with flexible hours, including weekends, for comprehensive support coverage.
- They are excited for a unique opportunity to make a real impact in an exciting and growing company.
- Confident verbal communication and written communication.
- Ability to work in a fast paced environment
- Ability to represent the company's culture and values to our institutional counter parties.
- Knowledge and passion for digital assets / crypto..
- Bachelor's degree in finance, economics, marketing or communications.
- Experience working with remote teams
- BA/BS degree or equivalent practical experience.
- 5 + years in a customer support capacity or equivalent.
What we have to offer you:
- An amazing work environment in a company that continues to grow, driven by extraordinary and passionate people that keep up innovating and challenging more each day.
- An international team, in a cutting edge field, working on the most fascinating projects.
- Growth and career opportunities, and the chance to be proactive and creative.
- A flexible and enthusiastic work environment that offers you snacks, a lot of coffee and other great benefits.
- Open and transparent culture - we get together on a weekly basis to share updates, strategic plans, and engage with each other informally over food and drinks.
- Interesting events that keep you connected with the team and celebrate our success.
Be part of a great company that is revolutionizing the financial services. Apply now!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.
