Regulatory Compliance Analyst - Hybrid Tampa, FL

About Uphold

Uphold 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

The opportunity:

Uphold is seeking a proactive and detail-oriented Regulatory Compliance Analyst to join our high-performing Regulatory Compliance team. In this role, you will be part of a new Live QA initiative designed to elevate real-time customer support quality and reduce negative experiences. You’ll also work closely with the Complaints team, stepping in to proactively contact customers where needed to resolve high-risk situations before they escalate.

This is a unique opportunity to shape how Uphold handles critical, time-sensitive customer interactions and improve satisfaction outcomes through insightful intervention and escalation.

This is a hybrid role, 2 days per week in our Tampa office

What you’ll be doing primarily:

Monitor high-risk Zendesk tickets in real-time using AI-powered tools and manual analysis.

Identify red flags including escalatory language, repeated follow-ups, delays, and social media mentions.

Assess flagged tickets and determine when to escalate to the appropriate Line of Business (LOB) manager (Fraud, Compliance, Investigations, etc.).

Immediately re-assign cases involving threats or complaints per established protocols.

Maintain detailed QA logs for all escalated cases, tracking issue, action taken, and resolution.

Produce trend analyses and reports highlighting root causes, recurring issues, and improvement opportunities.

Collaborate closely with the VP of Operations and QA Lead to align on quality standards and reporting.

Ensure timely resolution and visibility of escalated tickets across internal dashboards.

Contribute to the evolution of support workflows and training programs based on insights from live monitoring.

Collaborate with the Complaints team to proactively reach out to customers via phone, when appropriate, to help de-escalate sensitive situations and ensure a satisfactory resolution.

Required qualifications:

3–5 years of experience in customer support or quality assurance in a fast-paced environment.

Strong analytical and critical thinking skills; capable of making quick, informed judgments.

Excellent communication skills, both written and verbal.

High emotional intelligence and sensitivity when evaluating customer interactions.

Proficiency with Zendesk or similar customer support platforms.

Fluency in English (written and spoken) is essential.

Comfortable working independently while collaborating across departments.

Bonus if you have:

Prior experience with QA or real-time monitoring in a support environment.

Familiarity with AI filtering tools and escalation workflows.

Background in fintech, crypto, or regulated financial services.

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 drink.

Interesting events that keep you connected with the team and celebrate our success.

Be part of a great company that is changing 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 Employer

We'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 better.