Customer Support Associate, API

The responsibilities of a Customer Support Associate - API at Uniswap Labs include providing tier 1 and tier 2 support for B2B customers using platforms like Zendesk. You'll assist customers in navigating our comprehensive documentation, issuing production API keys, and participating in Q&A sessions to enhance their understanding. This role involves troubleshooting complex integration challenges and synthesizing feedback from developers to improve the overall customer experience.

Candidates for the Customer Support Associate - API position at Uniswap Labs should have over 2 years of customer support experience, ideally in B2B or developer-focused environments. Familiarity with DeFi and blockchain technology, alongside strong communication skills, is essential. You should also be adept at resolving technical issues related to API integration and providing clear explanations to customers.

Uniswap Labs is committed to the growth of its employees, including Customer Support Associates - API. We offer comprehensive benefits, including a generous annual education stipend aimed at career development. Moreover, you will be immersed in an innovative environment, collaborating with various teams to ensure continuous learning and improvement.

The work culture at Uniswap Labs is rooted in collaboration, innovation, and inclusivity. As a Customer Support Associate - API, you will be encouraged to bring your unique perspective to the table, helping to shape the customer support function. The team is diverse and committed to creating a welcoming environment where everyone thrives, complemented by options for remote work.

The minimum salary for a Customer Support Associate - API at Uniswap Labs is between $134,000 and $142,000 annually. Employees are also eligible for additional compensation elements, including equity, tokens, and benefits that enhance their total compensation package, ensuring fairness and transparency in alignment with New York City’s Pay Transparency Law.

When discussing your experience in customer support, focus on specific instances where you assisted B2B customers or developers. Highlight your ability to resolve complex issues and your understanding of their needs. Providing examples of successful integrations or support provided can illustrate your effectiveness.

Share your background with APIs, including any direct experience with specific APIs you've supported. Elaborate on how you have helped developers understand documentation, troubleshoot issues, and achieve successful integrations. Displaying your technical expertise will demonstrate your suitability for the Customer Support Associate role.

When answering this question, emphasize your empathetic approach. Discuss your techniques for active listening and reassuring customers. Provide examples of how you've successfully turned negative experiences into positive outcomes, showcasing your ability to build rapport and resolve conflicts.

Mention specific resources you rely on, such as relevant publications, online forums, or community events. Highlighting your passion for continuous learning in the DeFi space illustrates your commitment to staying knowledgeable and provides added value to your role.

Provide a detailed account of a particular technical challenge, emphasizing your thought process in diagnosing and resolving the issue. Discuss the steps you implemented, how you communicated with the customer, and the impact your solution had on their work, showcasing your problem-solving skills.

Talk about your experience with tools commonly used in customer support, such as Zendesk or similar software. You can also mention any technical tools relevant to API integration or troubleshooting that you're familiar with, which shows your readiness for the Customer Support Associate role.

Explain your organizational strategies for collecting and synthesizing feedback, including regular check-ins with customers and internal teams. Share your ideas on how to structure documentation updates and highlight the importance of keeping resources current to enhance the customer experience.

Discuss your passion for helping others and your interest in the tech industry, particularly DeFi. Describe how you find fulfillment in solving problems and making customers' experiences better while learning about cutting-edge technologies.

Outline your approach to prioritization, mentioning factors such as urgency, complexity, and the potential impact on the customer’s operation. This shows your ability to manage workload efficiently while ensuring satisfactory results for customers.

Demonstrate your knowledge of the Uniswap API and its functionalities. Discuss related skills or experiences that position you as a valuable asset to the support team, emphasizing how your background allows you to assist developers effectively and make a positive impact.