The Uniswap Protocol is the largest decentralized trading and automated market making protocol (often called a DEX, “Decentralized Exchange”) on Ethereum.
The Uniswap Labs team was a major contributor to the Uniswap Protocol and now focuses on building a suite of products to support the Uniswap Labs ecosystem. Our team is one of the most impactful in crypto. We are based out of SoHo in New York City with the option to be partially or fully remote depending on the position.
Uniswap Labs is hiring a Customer Experience Associate. You will have the opportunity to shape our customer support values, function, systems and processes. We are often an early touch point for web3 users, and receive inquires outside of our product space. You will create a way for folks to feel heard and supported externally, and also work internally to represent our users within our team and improve their experiences.
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
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
Nice to Haves:
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 🦄
Uniswap Lab's benefits include unlimited and encouraged time off, 100% company-paid medical, dental, & vision for you and your dependents, 401(k) participation, daily lunches at NY headquarters, and for remote employees: up to $2,000 USD home office setup stipend (all benefits are subject to applicable taxes and based on eligibility).
Uniswap Labs is proud to be an equal opportunity employer (EEO). We provide employment opportunities without regard to age, race, color, ancestry, national origin, religion, disability (including gender dysphoria and similar gender-related conditions), sex, gender identity or expression, sexual orientation (including actual or perceived heterosexuality, homosexuality, bisexuality, and asexuality), veteran status, military status, domestic violence victim status, reproductive health decision making or any other protected category.