About
UpholdUphold 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 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:As our Client Operations Manager, you will lead one of the key operational verticals within our Customer Service function, serving as the primary point of contact between Uphold and our outsourced partners for a strategic client-facing line of business.
Your top priority will be to ensure exceptional service delivery to our clients while maintaining operational excellence, high performance, and adherence to Uphold’s quality standards.This role requires a deep understanding of the service model and the ability to drive results by leveraging both technical knowledge and operational discipline. You will own the execution of the service strategy, proactively resolve challenges, and identify opportunities to improve both client satisfaction and internal efficiencies. You’ll also be responsible for leading projects and initiatives within this service vertical, ensuring successful implementation and performance tracking.Central to this role is the ability to build strong, collaborative relationships with our partners, and ensure consistent alignment on performance goals.
You'll be expected to lead regular business reviews, assess delivery against KPIs, and provide actionable feedback and support.As a core member of the broader Customer Service team, you’ll work closely with cross-functional teams including Operations, Support Analytics, Quality Assurance, CRM, Resource Planning, and Product to provide best-in-class service delivery and strengthen our relationships with strategic clients.What you'll be doing primarily:
- Lead the delivery of operational goals and service levels within your line of business, maintaining high satisfaction from internal and external stakeholders.
- Ensure that our clients feel supported, valued, and confident in the service we provide.
- Act as the day-to-day point of contact for outsource partners, driving accountability on KPIs and operational standards.
- Partner with leadership to define and implement strategy, processes, and improvements across the service line.
- Use internal tools, systems, and reporting to monitor and manage performance.
- Drive continuous improvement through cross-team collaboration and alignment on best practices.
- Support Resource Planning in managing headcount adjustments based on business needs.
- Assist internal departments in resolving more complex service issues.
- Manage escalations, high-priority tickets, and critical service requests.
- Ensure strict adherence to internal policies and regulatory compliance.
- Identify and implement productivity enhancements across the Client Services function.
- Become a subject-matter expert in Uphold policies and procedures related to client use cases.
- Provide coaching and procedural clarification to partner teams.
- Document processes and contribute to operational playbooks and SOPs.
- Take ownership of ad hoc initiatives, change management, and business needs as they arise.
- Availability to work flexible schedules, including weekends, as needed.
Required qualifications:
- High School diploma; College degree preferred
- Must possess previous customer support experience in a role with direct contact with customers and exposure to procedures 1 - 3 years, preferably in the financial industry
- Ability to think critically and apply logical problem-solving skills to isolate and resolve issues
- Strong written and verbal communication skills; Fluent written and oral English skills (Spanish is considered a plus)
- Attention to detail and strong analytical skills
- Ability to build relationships and communicate effectively
- Must be able to act independently and be self-motivated
- The ability to quickly defuse customer anxiety through exceptional customer service skills
- Effective usage of Excel and/or Google Sheets and broader computer skills are required
- Must be detail oriented, and possess an overall happy disposition
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.
