Customer Support Associate, Uniswap Labs

• 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

Desirable

• 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