Full-Time Customer Support Specialist - API

Uniswap Labs builds products that help millions access DeFi simply and securely, from the Uniswap Web App and Wallet to crypto infrastructure like the Uniswap Trading API, and Unichain. Uniswap Labs contributes to the development of the Uniswap Protocol, which has processed over $2.9 trillion in volume across thousands of tokens on Ethereum and 12+ other chains.

Uniswap Labs is hiring a Customer Support Specialist - API to support our B2B customers, primarily developers integrating their trading software with our API.

You will have the opportunity to shape our customer support values, function, systems, and processes. You will be an early touchpoint for strategic customers working to help them get integrated with our API and providing ongoing support needs.

You will ensure our partners feel heard and supported externally while also representing their needs internally to improve their experience.

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.

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.

Nice to Haves:

• Experience providing technical support or developer advocacy at a software company.
• Prior experience with API support, including reviewing architectures and workflows.

Minimum full-time salary of $134,000-$142,000

What is the last date for applying to the job?

Which countries are accepted for this remote job?