Customer Support Associate

Summary

Join Uniswap Labs, a company building products that simplify and secure DeFi access, as a Customer Support Specialist - API. You'll be supporting B2B customers, primarily developers integrating their trading software with the Uniswap Trading API. This role offers the opportunity to shape customer support values, systems, and processes, ensuring strategic customers feel heard and supported. You'll be an early touchpoint for these customers, helping them integrate with the API and providing ongoing support. This position is based in New York City with the option for partial or full remote work.

Requirements

• 2+ years of experience in customer support, ideally in a B2B or developer-focused environment
• Familiarity with DeFi, blockchains, and experience using crypto wallets
• Strong written and verbal communication skills that effectively distill complex technical concepts into simple explanations
• Ability to support developers in integrating APIs and troubleshooting technical issues
• Motivated by helping others and skilled at turning customer frustrations into positive experiences
• Capable of solving complex problems end-to-end to minimize the need for escalation

Responsibilities

• Provide tier 1 and tier 2 support for B2B customers via Zendesk
• Issue production API keys and guide customers through documentation and workflow walkthroughs
• Assist with Q&A sessions to help developers understand and integrate our API
• Handle tier 1 support tasks, including basic troubleshooting, answering service-related questions, and directing customers to the right resources
• Handle tier 2 support tasks, including resolving deeper technical issues, assisting with architectural and workflow inquiries, and troubleshooting complex integration challenges
• Synthesize insights from developer 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 providing technical support or developer advocacy at a software company
• Prior experience with API support, including reviewing architectures and workflows

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