Customer Support Associate

Summary

Join Uniswap Labs, a company building products for simple and secure DeFi access, as a Customer Support Specialist. You'll play a crucial role in shaping customer support values, systems, and processes, acting as the first point of contact for users and ensuring their inquiries are handled efficiently. You'll also gather insights from user interactions, communicate feedback to stakeholders, and contribute to product feature development. This role offers the option to be partially or fully remote, with a minimum full-time salary of $134,000-$142,000.

Requirements

• 2+ years experience doing customer support in a high growth environment
• Strong written and verbal communication skills that can effectively distill complex concepts into simple ones
• You are motivated by helping others and are the type of person who prides themselves on turning an angry user into a 5-star rating
• You can help solve complex problems end-to-end so as to mitigate delegation as much as possible

Responsibilities

• Provide user support via Zendesk
• Act as an advocate and onboarding specialist for users
• The first touch point for all user issues, responsible for ensuring that every inquiry is handled in accordance to our SLAs
• Synthesize insights from user interactions and surface critical issues to the Engineering team
• Assist in designing, implementing and operating user support processes to ensure the team meets goals
• Systematically communicate feedback to key stakeholders, providing guidance and input on new product features
• Keep internal and external informational resources up to date in an environment of rapid iteration

Preferred Qualifications

• Experience with compliance and/or providing support in a regulated industry
• Experience with user onboarding at a software company
• Experience with DeFi, knowledge of blockchains, and experience using crypto wallets is a (big) plus!
• Love for the unicorns 🦄

Benefits

• Company-paid medical, dental, & vision for you and your dependents
• Gym subsidy
• 401(k) with 4% employer contribution
• Annual $1,500 education stipend
• Unlimited and encouraged time off
• Up to 16 weeks paid parental leave
• Home office setup stipend for remote employees
• Daily lunches at NY headquarters