Customer Support Associate

As a Customer Support Associate at Uniswap Labs, your main responsibilities include providing user support through Zendesk, acting as an advocate for users, ensuring inquiries are managed according to our service level agreements, synthesize insights from user interactions, and communicating feedback to key stakeholders. This role requires you to design and implement user support processes that enhance the overall user experience.

Uniswap Labs is looking for candidates with at least 2 years of experience in customer support, particularly in a high-growth environment. Strong communication skills are essential to help clarify complex concepts for users. Additionally, a passion for helping others and the ability to resolve issues effectively are crucial for success in this role.

While not mandatory, having experience with compliance and providing support in regulated industries is a notable advantage for a Customer Support Associate at Uniswap Labs. Furthermore, familiarity with DeFi, knowledge of blockchains, and experience using crypto wallets can significantly enhance your candidacy.

The minimum full-time salary for the Customer Support Associate role at Uniswap Labs ranges between $134,000 and $142,000, along with additional compensation elements such as equity, tokens, and various benefits appropriate to the job level.

As a Customer Support Associate at Uniswap Labs, you will enjoy comprehensive benefits that include company-paid medical, dental, and vision for you and your dependents, a gym subsidy, a 401(k) with a 4% employer contribution, an annual education stipend, and unlimited time off, among others. Our commitment to employee wellness and growth aims to keep you motivated and supported in your work.

To handle difficult customers effectively, it’s important to remain calm, listen actively to their concerns, and validate their feelings. Offer to find a resolution by assuring them that you're on their side while remaining clear about the next steps. Showing empathy can turn a negative experience into a positive one.

When asked about a successful resolution, describe a specific example where you identified the customer's problem, showcased your problem-solving skills, and followed through to ensure the issue was resolved. Highlight the positive feedback received afterward to demonstrate your impact.

Share experiences with customer support systems like Zendesk, illustrating specific functionalities you utilized to optimize your support process. Explain how you quickly adapt to new tools, emphasizing a willingness to continuously learn and improve support operations.

Explain your approach to task prioritization, focusing on assessing urgent issues based on customer impact and service-level agreements. Discuss tools or methods you've used to manage workloads effectively while ensuring no user feels neglected.

Great customer support hinges on empathy, responsiveness, and clear communication. Expound on how effectively addressing user needs and concerns fosters trust and loyalty, cementing long-term relationships with users.

Discuss the steps you would take if faced with a question you can’t answer, such as proactively communicating that you'll find the information and following up with the customer. Highlight the importance of accountability and effective communication in maintaining user trust.

Emphasize your commitment to building a feedback loop within the organization that continually enhances the user experience and meets the needs of customers effectively.

Mention specific publications, podcasts, or industry groups you follow to stay informed. Share insights about how you apply new knowledge or trends to improve your support methodologies, showcasing adaptability and commitment to professional growth.

Empathy in customer service is fundamental; it allows you to connect with customers and understand their perspectives. Discuss how empathizing with customers not only calms frustrating situations but also fosters a positive relationship, ensuring repeat engagement.

Articulate your enthusiasm for Uniswap Labs' mission in the DeFi space. Express your alignment with the company's values and your eagerness to contribute to enhancing the user experience, adhering to the innovative culture that supports its groundbreaking projects.