Customer Experience Content Manager

The Uniswap Labs team is building products to unlock value through universal exchange. We envision a future where digital economies flourish, and markets are transparent, global, and equitable.

Our products – the Uniswap Interface, the Uniswap Mobile App, and the Uniswap Extension – are powered by the Uniswap Protocol.  The protocol is the largest onchain marketplace, with billions of dollars in weekly volume across thousands of tokens on Ethereum and 8+ additional chains.

When you join Uniswap, you become part of a team that's reshaping the way value flows on the internet.

Uniswap Labs is seeking a proactive and detail-oriented Customer Experience Content Manager to join our team. This role will focus on creating and managing content for our Help Center, ensuring users have access to accurate, effective, and up-to-date resources. The ideal candidate will be adept at identifying and resolving issues, taking initiative to improve processes, and leading the design and execution of small to medium-sized projects.

We are headquartered in SoHo in New York City and this role has the option to be partially or fully remote.

Responsibilities:

• Content Creation & Management: Develop, write, and manage Help Center articles, ensuring content is clear, accurate, and accessible to our users. Collaborate with Product, Design, and Engineering teams to align content with product launches and updates.
• Issue Identification & Resolution: Proactively identify gaps and opportunities in current Help Center content, proposing and implementing solutions to enhance user experience and improve ticket deflection ratios.
• Systems Thinking: Approach challenges with a systems-thinking mindset, understanding how different components interact and influence the overall user experience.
• Cross-Functional Collaboration: Work closely with cross-functional partners to set goals, plan content strategies, and ensure that constraints and dependencies are addressed.
• Project Leadership: Lead the design and execution of content-related projects, operating at the team level and starting to engage in cross-team initiatives. Accountable for planning and executing tasks within a 1-2 quarter horizon.
• Autonomy & Accountability: Operate independently on day-to-day tasks, with work reviewed at critical milestones. Receive general instructions on new assignments as needed.

Qualifications:

• 5+ years of relevant experience
• Proven experience in content creation, preferably in a technical or customer support environment.
• Bachelor’s degree; or equivalent work experience.
• Strong problem-solving skills and ability to take initiative.
• Experience working with cross-functional teams.
• Excellent written and verbal communication skills.
• Systems thinker with the ability to see the big picture and understand the interconnectedness of various components.

Nice to haves:

• Familiarity with cryptocurrency and blockchain technology.

Minimum full-time salary of $152,000-$170,000. Disclosure in accordance with New York City's Pay Transparency Law. Full Time employees at Uniswap Labs are also eligible for other compensation elements, including equity, tokens, and benefits, dependent on the position type.

Uniswap Labs' Full-Time employee benefits include company-paid medical, dental, & vision for you and your dependents, gym subsidy, 401(k) with 4% employer contribution, annual $1,500 education stipend, unlimited and encouraged time off, up to 16 weeks paid parental leave, home office setup stipend for remote employees and daily lunches at NY headquarters (all benefits are subject to applicable taxes and based on eligibility).

Uniswap Labs is committed to diversity in our workforce and 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. In addition, Uniswap Labs participates in E-Verify. You can view the E-Verify poster here and the Right to Work poster here.