Customer Support Associate, Nights & Weekends
Uniswap Labs
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteSalary
💰 $37 - $41 per hour
Job Level
JuniorMid-Level
About the role
- Provide Tier 1 user support via Zendesk email
- Act as an advocate and onboarding specialist for users
- Communicate effectively with the broader support and engineering teams to flag incidents or issues that require escalation
- Be 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
- Provide prompt, accurate, and friendly support, answering customer queries via Zendesk email. Ensuring that every inquiry is handled in accordance to our SLAs
- Diagnose and resolve non-complex technical issues, escalating complex problems to the appropriate teams and following up to ensure resolution
- Act as the voice of the customer, sharing feedback and insights with the Product and Engineering teams
- Maintain accurate records of customer interactions and communications
- Contribute to the ongoing improvement of the Customer Support processes and resources
Requirements
- Experience in customer support or similar in a high growth environment is ideal, but not required to apply
- 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
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Soft skills
communication skillscustomer advocacyproblem-solvinguser onboardingcustomer feedback synthesisincident escalationrecord maintenanceprocess improvementtechnical issue diagnosiscustomer interaction management