Voice Operations Specialist, Customer Support & High-Value Programs

Uphold•Clearwater, FL

31d•Hybrid

About The Position

As the Voice Operations Specialist, you are the technical and operational backbone of Uphold’s real-time communication strategy. You will serve 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 while maintaining operational excellence, high performance, and adherence to Uphold’s quality standards. You will bring a deep understanding of the service model and the ability to drive results through a combination of technical knowledge and operational discipline. You will execute the service strategy, proactively resolve challenges, and identify opportunities to improve both customer satisfaction and internal efficiency. You will also work on projects and initiatives within this service vertical, ensuring successful implementation and ongoing performance tracking. Central to this role is the ability to build strong, collaborative relationships with internal and external partners, ensuring consistent alignment on performance goals. You will lead regular business reviews, assess delivery against KPIs, and provide clear, actionable feedback and support. As a core member of the broader Customer Service team, you will work closely with cross-functional partners including Operations, Support Analytics, Quality Assurance, CRM, Resource Planning, and Product to deliver a best-in-class service experience and strengthen relationships with Uphold’s high-value customers. This is a hybrid role based in Tampa , FL (3 days in-office; 2 days remote).

Requirements

4+ years of experience in a management or team leadership role within customer support, customer service operations, or a client-facing environment.
Proven experience managing or overseeing support operations, preferably including voice or real-time support channels.
Strong operational mindset, with experience owning performance outcomes, KPIs, SLAs, and service quality.
Demonstrated ability to think critically and apply structured problem-solving to identify root causes and drive operational improvements.
Excellent verbal and written communication skills, with the ability to engage confidently with agents, partners, and senior stakeholders.
Comfortable handling sensitive topics (e.g. account security, compliance-related issues, customer escalations) with discretion and sound judgment.
Strong analytical and attention-to-detail skills, with experience using data and reporting to inform decisions.
Ability to build effective working relationships across cross-functional teams and with outsourced partners.
Self-directed and adaptable, comfortable operating in fast-paced and evolving environments.
Proficiency in Excel and/or Google Sheets and general business tools used for operational reporting and performance tracking.

Nice To Haves

Experience in financial services, fintech, payments, or crypto is a plus, but not required.

Responsibilities

Lead the design and optimization of routing logic and self-service flows to minimize customer effort and maximize resolution efficiency.
Act as the primary lead for outsourced partners, driving strict accountability for KPIs, SLAs, and premium service standards.
Partner with leadership to define and implement the overarching voice support strategy and continuous improvement initiatives.
Utilize advanced reporting systems to identify operational trends, proactively mitigate risks, and bridge performance gaps.
Provide expert input to Resource Planning on headcount, coverage models, and scalability based on business growth and market volatility.
Act as the final Subject Matter Expert (SME) for sensitive, complex, or high-priority service issues and technical escalations.
Ensure all voice interactions strictly adhere to regulatory requirements, internal policies, and fintech security standards.
Identify and deploy enhancements in tooling and workflows to drive measurable productivity gains across the support function.
Drive alignment with Product, Risk, and CRM teams to translate voice-of-the-customer data into product improvements.
Author and maintain sophisticated playbooks, SOPs, and knowledge resources to standardize global "white-glove" service.