Customer Service Medewerker supporting clients via phone and email in a hybrid work model. Working from home and office locations in Amsterdam or Leuven.
UI
Hybrid Voice Operations Specialist, Customer Support – High-Value Programs
Posted 2 hours ago
About the role
- Voice Operations Specialist optimizing communication strategies and managing partner relationships at Uphold. Leading performance reviews and driving operational excellence in customer service.
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.
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.
- Experience in financial services, fintech, payments, or crypto is a plus, but not required.
Benefits
- Annual bonus program based on individual, team and company performance.
- Home office stipend for a productive setup.
- Generous PTO, healthcare, and employee assistance programs.
- Engaging events and celebrations.
- Well-stocked office kitchen with a foodie culture.
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
Senior Operations Support Specialist delivering high - quality operational support for B2B partners in the iGaming industry. Requires strong analytical skills and operational knowledge for casino and sportsbook platforms.
Junior Quality Assurer monitoring quality of customer service voice interactions for Uphold. Evaluating performances and contributing to continuous improvement in a hybrid role in Portugal.
Customer Success Analyst expanding Clinicorp's client base through strategic value generation and relationship management. Participating in meetings, training, and enhancing client engagement across the platform.
Client Success Analyst managing business client relationships and maximizing value for Conexa's health platform. Supporting clients and monitoring their journey from implementation through continuous use.
Customer Service Representative in a Legal Tech firm focusing on client acquisition and engagement. Engaging with potential clients and managing lead qualification in a digital environment.
Advanced Associate Customer Service role managing inventory control of equipment for disabled candidates at Pearson testing centers. Handling logistics for daily shipments, returns, and communication with internal and external stakeholders.
Customer Care Technical Lead acting as a liaison between customers and Nokia's technical support organization. Managing customer satisfaction and leading technical delivery of support initiatives.
Customer Service Representative handling order management for manufacturing company. Focused on maintaining customer relationships and processing orders efficiently.
Customer Service Representative providing reliable and compassionate service to veterinary clinics at Gateway Services. Building trusted relationships with clinic staff and families while managing customer needs.